EMEA CRM Associate Director

Amplifon AG; Milano; In loco; EUR 80.000 - 100.000; Tempo pieno

Descrizione del lavoro

A leading hearing care solutions firm in Milan is looking for a Head of CRM EMEA. This role involves maximizing CRM results across EMEA countries, managing local teams, and overseeing campaigns to enhance customer acquisition and retention. The ideal candidate should have over 10 years of CRM experience and a strong background in marketing analytics. The position offers opportunities to excel in a dynamic international environment.

Competenze

• At least 10 years of experience in CRM, preferably in international environments.
• Strong knowledge of CRM and marketing best practices.
• Proficiency in CRM platforms and campaign management.

Mansioni

• Maximize results of EMEA countries’ CRM plans.
• Manage local campaigns and define contact plans.
• Monitor performance and implement adjustments.

Conoscenze

CRM experience

Data Analytics

Cross-functional collaboration

Fluency in English

Formazione

Bachelor’s degree in Marketing, Business, or related field

Strumenti

CRM platforms

Descrizione del lavoro

Overview

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services. With over 20,000 professionals and a network of 9,500 points of sale in 26 countries, Amplifon helps people rediscover the emotions of sound. The company values people as the key to its success, offering growth opportunities in a multicultural and international environment. Amplifon has been recognized as a "Top Employer 2025" in Europe, the United States, and New Zealand by the Top Employers Institute.

What we are looking for:

As Head of CRM EMEA your goal is to maximize the results of EMEA countries’ CRM plans. You will work closely with the local teams to develop campaigns to sustain repurchase activities and prospect acquisition as well as to maintain strong customer relationship.

You’ll directly manage a team of 2 people and will coordinate all CRM Managers within the region. The candidate is responsible for all CRM related marketing activities in the Region (14 countries, 1.5B revenue).

Reporting to the EMEA Marketing Director, you are responsible for the flawless execution of the plan to achieve traffic goals from the Database

What will you do?

Prioritize local campaigns and jointly define contact plan

• Suggests marketing actions, based on the assessment of the commercial attractiveness for each customer segment.
• Take advantages of potential gap not covered by global campaigns designing and execution ad hoc country based campaigns
• Designs and implements processes to ensure data quality and enrichment through the management and coordination of cross-functional local/global teams.

Configurate & execute regional & local campaigns

• Project management of campaigns from start to finish, ensuring that they meet planned objectives; and prepares campaign ROI reports.
• Coordinates the cross work of the different direct reports and focus on the development of the team.
• Work closely with the retail excellence team to follow up CRM campaigns in our store networks.

Monitor performance and implement adjustments

• Constantly monitors the evolution of business development and, in a timely manner, identifies relevant opportunities or risks for revenue growth.
• Implements and adapts Global guidelines and playbook into the regional scenario; and designs the CRM marketing plan to achieve revenue targets.
• Ensures that all marketing campaigns are on time and within budget and incorporation of all channels (focusing on store and call centre engagement) to ensure best delivery of contact strategy.
• On a daily/weekly basis adapts the plan to the business trends adjusting the Call Center and other CRM channels targets/actions.
• Oversee the development of messages/scripts/materials (paper mail, direct mail) done by her/his team with the creative agencies.
• Controls de budget of investments of the area (main investments – Call Center, Paper mail & gadgets).

What you’ll need (hard skills)

• Educational background: Bachelor’s degree in Marketing, Business, Data Analytics, or a related field.
• Extensive CRM experience: At least 10 years of experience in CRM, preferably in international environments.
• CRM & Marketing expertise: Strong knowledge of CRM and marketing best practices, tools, and processes within customer-centric organizations.
• Data & Analytics and Performance management: Strong data orientation, including KPI monitoring and customer analytics and evaluating campaigns performance.
• CRM Tools: Proficiency in CRM platforms, marketing automation, segmentation, and data-driven campaign management.
• Cross-functional collaboration: Ability to work with sales teams and across departments to support CRM objectives.
• CRM Strategy Execution: Ability to design, implement, and scale CRM best practices across different markets
• Fluency in English (written and spoken).

Soft Skills

• Commercial and operational mindset: combine commercial and hands-on activities approaches balancing multiple priorities with a strong results driven attitude
• Proactive & collaborative: Strong initiative with the ability to coordinate across countries and align with strategic stakeholders.
• Influencing skills: Ability to engage, align, and influence cross-functional teams and senior stakeholders.
• Business acumen & customer focus: Deep understanding of customer behavior, business dynamics, and the ability to build and maintain strong relationships.
• High work ethic: Strong sense of responsibility, professionalism, and commitment to quality.
• Adaptability & multitasking: Comfortable operating in fast-paced, dynamic environments and managing several complex projects simultaneously.