CRM Automation & Retention Specialist

KIKO MILANO; Milano; In loco; EUR 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

KIKO MILANO is seeking a CRM Automation & Retention Specialist to join the CRM Team in Milan. You will design, execute and optimize automated customer journeys, driving engagement, loyalty and CLV through personalized, data-driven communications.

Requirements include 2+ years in CRM/marketing automation, experience with lifecycle campaigns in retail or ecommerce, strong segmentation and A/B testing skills, and fluency in English.

Competenze

• 2+ years of experience in CRM, retention, or marketing automation.
• Proven ability to design and optimize automated customer journeys.
• Strong analytical mindset with experience measuring CRM performance.

Mansioni

• Design, implement, launch, and optimize automated CRM journeys across the lifecycle.
• Develop trigger-based communications including Welcome Series and Winback campaigns.
• Configure audience segmentation, triggers, frequency capping, and rules.
• Collaborate with cross-functional teams for seamless campaign execution.
• Support retention initiatives to increase purchase frequency and CLV.
• Partner with Loyalty to deliver personalized communications and reduce churn.
• Monitor performance and optimize based on CRM KPIs.
• Plan and evaluate A/B and multivariate tests on content and timing.

Conoscenze

Lifecycle marketing

Marketing automation

Segmentation

Personalization

A/B testing

Project management

English fluency

Formazione

Bachelor's degree in Marketing

Strumenti

Marketing automation platforms

Descrizione del lavoro

KIKO MILANO was founded in 1997 in Milan and since then has revolutionized how cosmetics are sold globally. We thrive to offer an incredible variety of products, textures & colours, a multi-sensorial experience in innovative technology yet always at an affordable price.

Your role at KIKO MILANO

We are looking for a CRM Automation & Retention Specialist to join KIKO MILANO's CRM Team, reporting to the Digital Campaign Coordinator.

The successful candidate will support the design, execution and optimization of CRM automation and retention initiatives, driving customer engagement, loyalty and lifetime value through personalized, data-driven communications.

In particular, you will:

• Contribute to the design, implementation, launch, and optimization of automated CRM customer journeys across the entire customer lifecycle.
• Develop and execute trigger-based communications, including Welcome Series, Post-Purchase, Replenishment, Wishlist, Winback, Reactivation, and Loyalty campaigns.
• Configure journey logic, audience segmentation, triggers, entry/exit criteria, frequency capping, and campaign rules.
• Collaborate with cross-functional teams to ensure seamless campaign execution, testing, quality assurance, and deployment.
• Support customer retention initiatives aimed at increasing purchase frequency, repeat purchase rate, and Customer Lifetime Value (CLV).
• Partner with the Loyalty team to deliver personalized communications and identify opportunities to reduce churn through behavioral segmentation and predictive targeting.
• Monitor and analyze the performance of automated journeys and retention campaigns, identifying optimization opportunities through CRM KPIs.
• Plan, execute, and evaluate A/B and multivariate tests on content, subject lines, offers, timing, segmentation, and journey logic.
• Translate campaign performance and customer insights into actionable recommendations to continuously improve CRM effectiveness.
• Prepare regular reports and dashboards, presenting performance results, insights, and optimization opportunities to key stakeholders.

What you will need to succeed

• Good knowledge of lifecycle marketing and customer retention.
• Experience with marketing automation platforms
• Expertise in segmentation, personalization, and automated customer journeys
• Analytical mindset with experience measuring CRM performance and optimizing campaigns through A/B testing.
• Strong project management and cross-functional collaboration skills.
• Bachelor's degree in Marketing, Business, or a related field
• 2+ years of experience in CRM, retention, or marketing automation
• Proven experience managing lifecycle campaigns in retail, beauty, fashion, or e-commerce
• Fluency in English

We would love if you had

• Excellent communication and collaboration skills.
• Strong analytical mindset and attention to detail.
• Problem-solving attitude with a proactive approach.
• Ability to manage multiple priorities in a fast-paced environment.
• Team player with a continuous improvement mindset.

Salary Range: €30,000–€40,000 gross annual salary, depending on experience, skills, and overall fit for the role.

KIKO is committed to ensuring Equal Opportunities and welcomes applications from candidates belonging to the Protected Categories pursuant to Law 68/99.