CRM & Customer Operations Manager

Apply website

Send CV
 Italy      1/7/2020


Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care. More than 16,000 professionals every day in a network of points of sale / service centers and affiliates, give back the joy of hearing, feeling and living to thousands of people across the world.

In Amplifon we believe people are the most important component of our success. Thanks to our best-in-class Hearing Care Professionals and front and back office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers. We believe that it’s only through strong investment in talent engagement, continuous professional development, support and recognition that our people can exceed every limit and build a fulfilling career.

CRM & Customer Operations analyses data to design the strategy and to manage personalized relationships with customers and prospects. It builds thorough databases, analyses customers and defines micro-segments to treat them in a personalized way with one2one communications.

For our branches, we are currently looking for the local CRM & Customer Operations Manager.

Main activities:

The CRM & Customer Operations Manager will lead the Italian CRM organization within the marketing department and work day-by-day with our 600 shops to achieve the challenging targets of the organization, creating a state-of-the-art relationship with our customers.

His/Her main areas of accountabilities will be:

* According to CRM global guidelines and consistently with Country targets, design, implement, monitor and evolve the Italian CRM strategy and operational plans according to the key trends of the business and the data analysis;
* Having a clear picture of the business simulating the economic impact of all CRM activities and understand how to orchestrate the different levers to optimize the effectiveness of CRM actions and be fast in changing assumptions and activities if needed;
* Managing customer database-related processes and design and implement the full customer life cycle also through the evolution of the Amplifon loyalty program
* Suggesting data driven analyses and reports in order to analyze customer behavior, develop customer segmentation strategies and identify key insights
* Ensuring multichannel orchestration, leveraging on call center and shop engagement for a most effective delivery
* Coordinate the operations of the call center team in order to maximize the effectiveness for a continuous improvement process
* Continuous optimization: looking 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)
* Scouting innovative CRM solutions and practices and pilot new opportunities in partnership with Global CRM team
* Coordinating the Call Center, CRM Go to Market, BI & Reporting, Loyalty & Partnership teams


Required Skills & Competencies

- University degree required (B&A, marketing, communication, management engineering)
- Significant experience (at least 7/8 years) in dynamic, business and customer-oriented environments, CX management and marketing performance
- Knowledge of marketing and CRM best practices, processes and tools in segmentation, targeting and positioning
- Attitude for band KPI monitoring, experience working with data and analytics
- High standard of work ethic, business acumen, customer understanding and relationship skills
- Ability to work with sales and cross – functional teams
- Ability to develop and implement CRM best practices
- Ability to develop marketing strategies based on customer insight that drives business results
- Excellent verbal (and written) communication skills are essential
- The hearing health landscape is changing rapidly, experience with change management is desired
- Fluent in English

While this is a highlight of what you’ll do, what you’ll get is pretty great too:

-Career path planning & mentorship
-The opportunity to make the difference and make more possible
-International project experience
-An amazing team of colleagues and leaders

We are looking for a creative and proactive candidate who wants to make the difference every day, working in a fast environment.


Non specificato


Marketing & Communication


Degree with Honours


Communication Sciences