CRM B2C Specialist

illycaffè; Lombardia; On-site; EUR 28,000 - 34,000; Full time

Job summary

illycaffè is seeking a CRM B2C Specialist to join the E-commerce team in Italy. You will manage omnichannel CRM campaigns, segment audiences, and optimize customer journeys to grow engagement and loyalty.

Collaborating with Marketing, Digital, Analytics and Data teams, you will configure campaigns in leading tools (Salesforce Marketing Cloud, Adobe Campaign, Braze, HubSpot, Emarsys), monitor KPIs, conduct tests, and report insights to drive improvements. Fluency in English is required.

Qualifications

• Two to three years of experience in CRM, campaign management or marketing automation.
• Knowledge of leading CRM and marketing automation tools (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, HubSpot, Emarsys).
• Ability to manage complex, end-to-end campaigns and journeys.
• Strong segmentation knowledge and understanding of the customer lifecycle.
• Ability to analyze data and monitor KPIs with reporting skills.
• Proficiency in Excel and familiarity with reporting tools.
• Excellent cross-functional collaboration and English fluency.

Responsibilities

• Manage omnichannel CRM campaigns (email, SMS, push, direct messaging) from design to execution.
• Define market segments and target audiences based on objectives and lifecycle.
• Configure, schedule, and monitor campaigns and customer journeys using CRM tools.
• Coordinate with Marketing, Creative, Analytics, Data, and Legal teams.
• Perform quality checks and pre-launch tests to ensure accuracy.
• Track KPIs and identify optimization opportunities.
• Analyze campaign results and produce actionable reports.
• Support A/B testing and experimentation to improve performance.
• Contribute to evolving CRM processes and automated journeys.

Tools

Salesforce Marketing Cloud

Adobe Campaign

Braze

HubSpot

Emarsys

Excel

Job description

We are looking for a CRM B2C Specialist to join our E-commerce team. In this role, you will contribute to the end-to-end management of CRM campaigns, supporting the development of customer engagement, retention, and loyalty strategies. You will collaborate closely with the Marketing, Digital, Analytics, and Business teams to plan, implement, monitor, and optimize B2C customer communication activities.

What Will You Do As a CRM B2C Specialist

• Manage omnichannel CRM campaigns (email, SMS, push notifications, direct messaging) from design to execution.
• Define market segments and target audiences based on business objectives and the customer lifecycle.
• Configure, schedule, and monitor campaigns and customer journeys using CRM and marketing automation platforms.
• Coordinate stakeholders involved in the campaign process (Marketing, Creative, Analytics, Data Team, Legal).
• Conduct quality checks and pre-launch tests to ensure that activities are carried out correctly.
• Track performance KPIs (open rate, click-through rate, conversion rate, retention, engagement) and identify opportunities for optimization.
• Analyze campaign results and generate periodic reports with insights and recommendations.
• Support A/B testing and experimentation aimed at improving performance.
• Contribute to the evolution of CRM processes and the automation of customer journeys.

Requirements

• Two/three years of experience in CRM, campaign management, or marketing automation roles.
• Knowledge of the leading CRM and marketing automation tools (e.g., Salesforce Marketing Cloud, Adobe Campaign, Braze, HubSpot, Emarsys, or equivalents).
• Ability to manage complex campaigns and end-to-end processes.
• Good knowledge of segmentation strategies, the customer lifecycle, and customer engagement.
• Ability to analyze data and monitor key business KPIs.
• Proficiency in Excel and familiarity with reporting tools.
• Strong interpersonal skills and aptitude for cross-functional work.
• Fluency in English.

The company applies the CCNL Alimentare Industria. The gross annual salary ranges from €28.000 to €34.000 and is determined based on objective and neutral criteria related to the job requirements and the candidate’s profile, in accordance with the principles of equity, transparency, and equal opportunity.

illycaffè as B-Corp is committed to a diverse and inclusive workplace generating positive effects for the environment, for the community and for people.