CRM and Customer Operations Manager

Amplifon; Manchester; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

Amplifon is seeking a CRM and Customer Operations Manager to enhance customer relationship strategies and marketing plans at their Manchester headquarters. The role involves managing a team, optimizing customer data, and driving marketing initiatives to achieve business results. Candidates should have extensive CRM experience and a strong analytical background.

Benefits

Hybrid working policy

Qualifications

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

Responsibilities

• Manage customer database and improve its quality and usability.
• Define and execute CRM plans aligned with global guidelines.
• Project manage marketing campaigns ensuring they meet objectives.

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

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Job Description

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 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 a CRM 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

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.
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