CRM Manager

hace 7 meses

Barcelona, España Amplifon Group A tiempo completo

Amplifon is the global leader in the retail hearing care industry. Over 20,000 professionals in 26 countries, coming from more than 100 different nationalities, work every day in a global network of 9,500 points of sales to empower thousands of people to rediscover all the emotions of sound. In Amplifon we believe people are the most important component of our success. Only through investment in talent engagement, professional development, and recognition, our people can express their potential and build a fulfilling career.Amplifon Iberica S.A.U acquired GAES in 2019 with over 700 shops spread throughout the country. The main office is in Barcelona and operates with 2000+ dedicated professionals that empower people to discover all the emotions of sound.We are currently looking for a dynamic, business-driven and analytical professional to join our Marketing team as a **CRM Manager**, located at our Spanish headquarters in Barcelona (C. de Pere IV, 160 - 08005).This role plays a critical role in developing and implementing, based on internal and external omnichannel data analysis, customer relationship-focused strategies and marketing plans with direct impact on business results, and is one of the core pivots to drive overall Country's strategy and performance.Directly reporting to Country Marketing Director, Antonella Fanuzzi, and managing a team of 4 people, the role has the responsibility to directly manage a team in the Country's Marketing organization. Also, the role has a key responsibility in coordinating the cross work of different department and functions at local / regional / global level.**Main responsibilities**:

- Manages our database, constantly finding and executing initiatives to improve its quality and quantity, and data enrichment and usability
- Implements and adapts global customer segmentation model on systems, interpreting phenomena and develops detailed positioning plan for selected segments, also evaluating their commercial attractiveness
- Defines, contextualizes, implements and executes the CRM plan, aligned to CRM global guidelines, in order to achieve the revenues target
- Project manages campaigns from beginning to end, ensuring they meet the target objectives through all core funnel KPIs
- Ensures all marketing campaigns are delivered on time and within budget; monitors the execution and ensuring continuous optimization based on obsessed campaign monitoring
- Manages and controls the budget of investments of the area
- Assesses the return of investment of the plan and of the specific campaigns, and makes recommendations for improvements
- Analyses quantitative and qualitative data, monitors Operational KPIs and defines corrective actions to ensure end results
- Continuously looks for further opportunities in order to maximize results and to ensure the right balance between priorities and carry out database opportunities (short, medium, and long-term goals)
- Implements multichannel orchestration and onboarding of all the channels (focus on call center and stores) to ensure the best delivery of contact strategy
- Defines and ensures roll-out and maximization of customer contact strategy and call-center effectiveness and KPIs
- Defines Dashboard/Reporting to be used for both Inbound and Outbound activities, across channels, segments and campaigns
- Supports creation of training and governance at store level to share progress results and actions for continuous optimization
- Manages, at Country level, the loyalty mechanisms through programs and partnerships

**Background &Technical skills**:

- Bachelor's degree in marketing, business, or a related field. Master's degree / MBA is a plus
- Proven experience in CRM to drive business results and impacts (min. 8 years direct experience in equivalent or comparable roles)
- Experience in call center strategy, execution, operations and analysis will be highly valued
- Knowledge of retail environment and dynamics
- Strong understanding of CRM systems and solutions (Salesforce, Adobe, SAP, Oracle,...)
- Strong analytical skills and ability to extract key insights to drive business decisions
- Proven experience in database management and segmentation
- Knowledge of GDPR rules and guidelines
- Proficiency in Office (in particular Excel, Powerpoint, Word)
- Knowledge of PowerBI, Knowledge DataIQ and SQL is a plus
- Solid people management and development experience
- Excellent written and verbal communication skills, both written and oral, in Spanish and English

**Soft skills**:

- Customer understanding and customer orientation
- Performance and goal-orientation, strong accountability on results
- Ability to adapt to a dynamic and fast-paced retail environment
- Ability to work collaboratively with cross-functional teams and build strong working relationships
- Ability to influence, work and negotiate with internal and external partners and key stakeholder

Amplifon is working on boosting a Winning Culture that will lead our employees towar

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