Greenfield Luxury CRM Transformation Lead

Eleventy World; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

€9 daily meal vouchers

Corporate welfare

Inclusive and dynamic working environm

Descrizione del lavoro

Eleventy World is seeking a CRM & Customer Transformation Manager with proven experience in luxury retail to lead the definition and implementation of Eleventy's CRM strategy, building the platform, processes and capabilities required to develop a truly customer-centric organisation.

This is a genuine greenfield opportunity: the successful candidate will design the CRM ecosystem, define data governance and customer lifecycle programs, and work with Marketing, Retail, Digital and IT to deliver

Competenze

• At least five years of experience in CRM, Customer Engagement or CRM Transformation roles.
• Proven experience designing and implementing enterprise CRM platforms.
• Deep knowledge of Salesforce, Microsoft Dynamics 365, or equivalents.
• Experience managing System Integrators and technology partners.
• Knowledge of CRM architecture, customer data models and systems integration.
• Experience integrating CRM with ERP, POS, e-commerce and marketing technologies.
• Strategic vision with hands-on approach.
• Excellent analytical, project management and stakeholder skills.
• Full professional proficiency in English.
• Hands-on role.

Mansioni

• Define the vision, roadmap and operating model for the CRM function.
• Lead the selection, implementation and ongoing development of the CRM platform.
• Act as the business owner of the CRM Transformation programme, ensuring alignment between business objectives and technology implementation.
• Manage relationships with the System Integrator and technology partners, overseeing governance, priorities, quality and delivery timelines.
• Design the CRM ecosystem and ensure its integration with ERP, POS, e-commerce, marketing automation and other company systems.
• Define customer data governance, architecture and quality standards.
• Define and implement the CRM and Customer Engagement strategy.
• Develop omnichannel customer segmentation, personalisation and lifecycle programmes.
• Design initiatives aimed at increasing customer loyalty, retention and Customer Lifetime Value.
• Partner with Marketing and Retail to deliver personalised and consistent experiences across all customer touchpoints.
• Develop a data-driven CRM function, turning customer insights into actionable business initiatives.
• Define KPIs and monitor the performance of CRM initiatives.
• Identify growth opportunities through the analysis and strategic use of customer data.
• Support the building the CRM function by defining its processes, governance and best practices.
• Support CRM adoption across the organisation.
• Serve as the company's key point of reference for all CRM and Customer Transformation initiatives.
• Support cross-functional projects involving internal teams and external partners.

Conoscenze

CRM Transformation

Salesforce

Dynamics 365

Stakeholder management

Project management

English proficiency

Strumenti

CRM platforms

Descrizione del lavoro

Eleventy World is seeking a CRM & Customer Transformation Manager with proven experience in luxury retail to lead the definition and implementation of Eleventy's CRM strategy, building the platform, processes and capabilities required to develop a truly customer-centric organisation.

This is a genuine greenfield opportunity: the successful candidate will design the CRM ecosystem, define data governance and customer lifecycle programs, and work with Marketing, Retail, Digital and IT to deliver