Chef Express was born over thirty years ago from the passion and experience of a historic Italian company, Gruppo Cremonini. Today, as a leader in the field, it has over 200 points of sale all over the nation, strategically located at stations, service areas, airports, hospitals, and malls. We proudly feature over 50 brands in our portfolio: some of these are proprietary and others are managed as licensees; these include McDonald's, Pret a Manger, Wagamama, Alice Pizza, Italico, and many more. Our secret weapon? A team of over 4000 people, committed every day to exceeding our customers' expectations by providing quality service and actively contributing to the continuous development of the restaurant industry.
Head of CRM:
Reporting directly to the Chief Customer Officer – Chef Express, the Head of CRM will own our customer retention strategy. You will be responsible for delighting customers, driving engagement, conversion, and revenue growth.
You are a strategic and deeply analytical thinker with a strong technical background in CRM, loyalty, and marketing automation, coupled with a deep understanding of user behaviours and data-driven decision-making.
Responsibilities: CRM Strategy and Leadership: Develop and implement a comprehensive CRM strategy aligned with organizational goals and customer-centric values.Collaborate with senior leadership to align CRM initiatives with overall business objectives.Loyalty Program Development: Design, implement, and oversee a new customer loyalty program to drive customer retention and satisfaction.Analyze customer data to identify opportunities for personalized engagement and targeted promotions within loyalty programs.Monitor and evaluate the performance of loyalty initiatives, providing insights and recommendations for continuous improvement.Customer Segmentation and Personalization: Utilize data analytics and segmentation strategies to personalize customer experiences and drive engagement.Analyze customer behavior and feedback to identify opportunities for improvement and innovation.Campaign Development and Execution: Lead the development and execution of marketing campaigns to drive customer engagement, conversions, and brand loyalty, working closely with the CRM specialist and the rest of the Customer team.Performance Optimization, Analysis and Reporting: Develop and maintain key performance indicators to measure the effectiveness of CRM initiatives.Conduct A/B testing and analyze key performance metrics to optimize campaign effectiveness and customer engagement.Generate insightful reports and present findings to senior leadership, providing recommendations for continuous improvement.Drive a data-driven culture, leveraging analytics to inform decision-making processes.Platform Management: Oversee the optimization and utilization of Salesforce, maximizing its potential to drive business growth.Ensure seamless integration of CRM systems with other business applications and platforms.Stay abreast of industry trends and emerging technologies to continually improve CRM capabilities.Data Management: Ensure accurate and up-to-date client data management, maintaining compliance with data privacy laws.Talent Management and Cross-Functional Collaboration: Develop and nurture one direct report, providing guidance, mentorship, and fostering a collaborative work environment.Collaborate with customer marketing, IT, Operations, and other relevant departments to ensure alignment and synergy in customer-focused initiatives.Provide strategic input on how CRM strategies can support and enhance other business functions.Foster a culture of customer-centricity throughout the organization.The profile requires: Bachelor's degree in Business, Marketing, or a related field. Master's degree is a plus.7+ years of experience in senior-level CRM roles.A track record of success in developing loyalty programs is a strong plus.Strong analytical and critical thinking skills - you can translate quantitative and qualitative data into actionable insights and recommendations.Strong Salesforce platform expertise.In-depth knowledge of CRM data analytics and customer segmentation strategies.Strong business and commercial acumen.Excellent communication skills, with the ability to explain complex problems in simple terms.Detail-oriented with project management attitude.Excellent time, priority, and emergency management skills.Passion for food and the world of dining is a plus.
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