CRM and Customer Operations Manager

Amplifon; Manchester; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in hearing care solutions is seeking a CRM and Customer Operations Manager in Manchester. This role involves developing customer relationship strategies and managing a team to drive business results. Ideal candidates will have a strong background in CRM and proven analytical skills, with opportunities for growth in a dynamic environment.

Qualifications

• Minimum 8 years of direct experience in CRM roles.
• Experience in call center strategy and operations valued.
• Strong understanding of CRM systems and solutions.

Responsibilities

• Manage database initiatives to improve quality and usability.
• Define and execute CRM plan aligned with global guidelines.
• Analyze data and monitor KPIs for continuous optimization.

Skills

Analytical skills

Customer understanding

Communication skills

Team collaboration

Education

Bachelor’s degree in marketing, business, or related field

Master’s degree / MBA

Tools

Salesforce

Adobe

SAP

Oracle

PowerBI

SQL

Job description

Amplifon Manchester, England, United Kingdom

Join or sign in to find your next job

Join to apply for the CRM and Customer Operations Manager role at Amplifon

Amplifon Manchester, England, United Kingdom

2 days ago Be among the first 25 applicants

Join to apply for the CRM and Customer Operations Manager role at Amplifon

Amplifonis an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care.
More than 20,000 professionals in a network of 9,500 points of sale are present in 26 countries worldwide, empowering people to rediscover all the emotions of sound every day!

In Amplifon we believe people are the most important component of our success. Working with us gives you the chance to make your voice heard, build strong working relationships, and create your own tailor-made career. Here you’ll find all the support, tools, and opportunities you need to grow, and your colleagues will be there to motivate and inspire you every step of the way.We are currently looking for a dynamic, business-driven and analytical professional to join our Marketing team as aCRM and Customer Operations Manager, located at our UK headquarter in Manchester.

The manager will play 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 the Head of Marketing, the role has the responsibility to directly manage a team of 2 people in the Country’s Marketing organization. Also, the role has a key responsibility in coordinating and working with different departments 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
• Projects and 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
• 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

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 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 9 days/month remotely.
#IND1

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing

• Industries

  Retail

Referrals increase your chances of interviewing at Amplifon by 2x

Get notified about new Customer Relationship Management Manager jobs in Manchester, England, United Kingdom.

Warrington, England, United Kingdom 2 weeks ago

Altrincham, England, United Kingdom 1 month ago

Manchester, England, United Kingdom 2 days ago

Senior Customer Success Manager - HR / ER SaaS Tech. UK Remote

Manchester, England, United Kingdom 1 week ago

Manchester Area, United Kingdom 2 weeks ago

Senior Salesforce Product Manager (CRM and Health Cloud)

Manchester, England, United Kingdom 1 day ago

Finance and Accounting Manager, Account Receivables and Revenue focused

Manchester, England, United Kingdom 2 days ago

Manchester, England, United Kingdom 1 day ago

Manchester, England, United Kingdom 5 days ago

Greater Manchester, England, United Kingdom 5 days ago

Manchester, England, United Kingdom 5 days ago

Manchester, England, United Kingdom 2 weeks ago

Manchester, England, United Kingdom 4 hours ago

Manchester, England, United Kingdom 2 weeks ago

Manchester, England, United Kingdom 5 days ago

Manchester, England, United Kingdom 21 hours ago

Manchester, England, United Kingdom 21 hours ago

Manchester, England, United Kingdom 3 weeks ago

Manchester, England, United Kingdom 1 week ago

Warrington, England, United Kingdom 1 week ago

Manchester, England, United Kingdom 3 weeks ago

Manchester, England, United Kingdom 1 day ago

Warrington, England, United Kingdom 6 days ago

Specialist Technical Account Manager - Amazon Connect, AWS UKI

Manchester, England, United Kingdom 5 days ago

Manchester, England, United Kingdom 5 days ago

Manchester, England, United Kingdom 2 weeks ago

Digital and Marketing E-Commerce Manager

Manchester Area, United Kingdom 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.