CRM Manager - GAESMarketingBarcelona, SpainAmplifon 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 Countrys 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 Countrys 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 usabilityImplements and adapts global customer segmentation model on systems, interpreting phenomena and develops detailed positioning plan for selected segments, also evaluating their commercial attractivenessDefines, contextualizes, implements and executes the CRM plan, aligned to CRM global guidelines, in order to achieve the revenues targetProject manages campaigns from beginning to end, ensuring they meet the target objectives through all core funnel KPIsEnsures all marketing campaigns are delivered on time and within budget; monitors the execution and ensuring continuous optimization based on obsessed campaign monitoringManages and controls the budget of investments of the areaAssesses the return of investment of the plan and of the specific campaigns, and makes recommendations for improvementsAnalyses quantitative and qualitative data, monitors Operational KPIs and defines corrective actions to ensure end resultsContinuously 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 strategyDefines and ensures roll-out and maximization of customer contact strategy and call-center effectiveness and KPIsDefines Dashboard / Reporting to be used for both Inbound and Outbound activities, across channels, segments and campaignsSupports creation of training and governance at store level to share progress results and actions for continuous optimizationManages, at Country level, the loyalty mechanisms through programs and partnershipsBackground &Technical skills :Bachelors degree in marketing, business, or a related field. Masters degree / MBA is a plusProven 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 valuedKnowledge of retail environment and dynamicsStrong understanding of CRM systems and solutions (Salesforce, Adobe, SAP, Oracle, )Strong analytical skills and ability to extract key insights to drive business decisionsProven experience in database management and segmentationKnowledge of GDPR rules and guidelinesProficiency in Office (in particular Excel, Powerpoint, Word)Knowledge of PowerBI, Knowledge DataIQ and SQL is a plusSolid people management and development experienceExcellent written and verbal communication skills, both written and oral, in Spanish and EnglishSoft skills :Customer understanding and customer orientationPerformance and goal-orientation, strong accountability on resultsAbility to adapt to a dynamic and fast-paced retail environmentAbility to work collaboratively with cross-functional teams and build strong working relationshipsAbility to influence, work and negotiate with internal and external partners and key stakeholderAmplifon is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace.Aligned to this goal, we offer a hybryd working policy, allowing employees to work 2 days / week remotely.#J-18808-Ljbffr
