Global Head of CRM

TheFork, a Tripadvisor company; Milano; Ibrido; EUR 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

A leading restaurant technology platform in Milan is seeking a senior CRM leader to drive its global CRM strategy. This role involves designing customer journey programs and collaborating with marketing and product teams, ensuring data-driven decisions. The ideal candidate should have over 12 years of experience in CRM, a proven leadership track, and excellent communication skills. The company offers a permanent contract, flexible working conditions, and a multicultural environment across Europe.

Servizi

Permanent contract

Flexible working environment

Competitive salary and bonus

Lunch vouchers

International teams

Inclusive workplace

Lifestyle benefits

Continuous learning programs

Access to wellness apps

Paid parental leave

Life & Disability Insurance

Modern office amenities

Competenze

• Over 12 years of professional experience in CRM or related roles.
• Minimum of 8 years in a digital or e-commerce environment.
• Proven ability to manage and develop teams.

Mansioni

• Lead global CRM strategy and initiatives.
• Develop and optimize customer journey programs.
• Partner with marketing and product teams for implementation.

Conoscenze

Full professional fluency in English

Strong analytical skills

Leadership experience

Proficiency in CRM tools

Excellent communication skills

Experience with Microsoft Office and Google Workspace

Strumenti

Braze

TallonOne

Hubspot

Descrizione del lavoro

Join our Movement and Champion Restaurant Culture! 💚

At TheFork we believe that the best things in life happen around the table. As the leading restaurant booking platform in Europe, we connect the broadest community of loyal diners with the world’s favorite restaurants. Powered by innovation and a deep passion for the restaurant industry, we create unique dining experiences across 11 countries.

We’re part of the Tripadvisor Group and proud to be building a diverse, people-first culture where ‘respect’, ‘ownership’, ‘growth’ and ‘better together’ values thrive. If you’re passionate about food, technology, and making a real impact, your seat at the table is ready.

Responsibilities

• Own and lead the global CRM strategy across Acquisition & Activation, Retention & Re-engagement, and CRM Capabilities, both B2B and B2C.
• Build and maintain a clear global CRM playbook, ensuring consistency while enabling local market execution.
• Design, develop and optimise lifecycle programmes across the customer journey, with a strong focus on performance and scalability.
• Define and oversee the approach to ad-hoc CRM canvases, ensuring strategic alignment and commercial impact.
• Partner closely with central and local Marketing and Sales , Data, and Product teams to drive execution and continuous improvement across all markets.
• Lead, develop and scale a high-performing global CRM team, setting clear priorities, goals and ways of working.
• Ensure CRM decisions and roadmaps are data-led, balancing analytical rigour with pragmatic decision-making when information is incomplete.
• Contribute as a senior leader to broader marketing and company initiatives, acting in line with TheFork’s values and long-term ambitions.

Qualifications

• Full professional fluency in English, with excellent verbal and written communication skills.
• Over 12 years of professional experience, including a minimum of 8 years in CRM or closely related roles within a pure digital or e-commerce environment.
• Proven leadership experience, with a track record of managing and developing mid-sized teams.
• Advanced expertise in Microsoft Office and Google Workspace, used confidently in a fast-paced, data-driven setting.
• Meaningful prior experience with the CRM tools that we use (Braze, TallonOne, Hubspot)
• Highly analytical, with a strong bias towards data-informed decision-making.

Additional Qualifications

• Fluency in French, Spanish and/or Italian.
• Hands-on experience working closely with Brand, Product and/or Data teams.
• A collaborative team player with strong stakeholder management skills.
• A humble, positive mindset with a genuine willingness to listen, learn and grow.
• Comfortable making sound decisions with incomplete information, drawing on experience, commercial judgement and intuition when required.

Benefits

• 🏠 Permanent contract.
• ⚖️Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely).
• 💸 Competitive fixed salary and bonus.
• 🍕 Lunch vouchers available for each working day.
• 🌎 International teams and a multicultural environment across 10 offices in Europe.
• 🤝 Highly inclusive working environment.
• 🤸♀️ Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc.
• 🎓 Continuous learning and development programs.
• 😌 Free access to the Calm app to build resilience wherever you are.
• 🐣 Dedicated parental leave and caregiver leave policies (12 weeks fully paid).
• 👩🦽 Life & Disability Insurance at no cost to the employee.
• 🍴 Amazing offices with dining, coffee points and leisure area.

EEO and Inclusive Hiring

All hiring happens through our careers site and official email. We do not text or ask for payment during the hiring process. Please report any suspicious messages immediately.

We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio‑economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law - has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.

TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to [e-mail]. Our HR team will review the request and respond accordingly.

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