Group CRM & Customer Engagement Senior Professional

Generali; Milano; Ibrido; EUR 56.000 - 70.000; Tempo pieno

Vantaggi offerti da questo lavoro

Smart working and flexible hours

Corporate welfare system

Supplementary health insurance and DIS

Training and development

Structured continuous learning paths (

Career development programs within the

International learning platforms and内部

Internal mobility opportunities, incl.

Descrizione del lavoro

Generali seeks a Senior CRM & Marketing Technology expert to drive customer engagement across lifecycle, shaping CRM strategy, governance, and omnichannel journeys in partnership with IT, Data, and Marketing teams.

You will define enterprise standards, leverage AI-enabled marketing capabilities, ensure compliant data practices, and deliver measurable value and outstanding customer experiences across markets.

Competenze

• Operational CRM & customer lifecycle management across omnichannel engagement.
• CRM platforms, automation solutions, API integrations, and CDP capabilities.
• Strategic thinking to translate objectives into scalable CRM capabilities.
• Influence across marketing, technology, data, and business teams in a global matrix organization.
• Awareness of emerging technologies and practical applications for marketing value.
• Analytics & AI proficiency in data management, personalization, and journey optimization.
• Continuous learning to stay ahead of AI and marketing tech trends.
• Analytical & data-driven decision making across initiatives.
• Leadership and collaboration across diverse teams.
• Experience in Insurance or Financial Services is a plus; international exposure is a plus.
• Knowledge of Salesforce, Dynamics 365, SAP CRM, Oracle, Pega, etc.

Mansioni

• Develop and evolve the Group CRM, customer contact, and engagement strategy.
• Define and oversee customer view, consents & preferences management.
• Define customer contact principles and governance across the customer lifecycle.
• Shape the roadmap for CRM and marketing technology capabilities.
• Establish best practices for customer journeys, segmentation, personalization, and omnichannel engagement.
• Partner with Group IT, Data, and Enterprise Architecture for scalable solutions.
• Evaluate emerging technologies and AI capabilities to identify opportunities for innovation.
• Support markets with frameworks, guidance, and capability development.
• Monitor capability performance and recommend improvements.
• Ensure CRM capabilities align with business strategy and enterprise architecture.
• Represent Customer and Marketing in cross-functional technology initiatives.
• Define enterprise standards, policies, and operating models for CRM and campaign management.
• Foster collaboration across Marketing, Technology, Data, Digital and local units.
• Ensure data privacy, consent, regulatory, and responsible AI compliance.
• Promote continuous improvement and knowledge sharing across the organization.

Conoscenze

CRM strategy, lifecycle management

Omnichannel engagement

CRM platforms & API integration

Analytics & AI in marketing

Stakeholder influence

Leadership & collaboration

Innovation mindset

Data architecture & CDP

Solution design with IT leaders

Strumenti

Salesforce Stack

Dynamics 365

SAP CRM

Oracle

Pega

Descrizione del lavoro

Within the Group Customer Experience & Value Proposition function, we are looking for a talented and proactive resource to join the team.

Key responsibilities of the role will include:

• Develop and evolve the Group CRM, customer contact, and engagement strategy.
• Define and oversee customer view, consents & preferences management.
• Define customer contact principles and governance across the customer lifecycle.
• Shape the roadmap for CRM and marketing technology capabilities.
• Establish best practices for customer journeys, segmentation, personalization, triggers and omnichannel engagement.
• Partner with Group IT, Data, and Enterprise Architecture to design scalable and future‑ready solutions.
• Evaluate emerging technologies and AI capabilities to identify opportunities for innovation and business value.
• Support markets with frameworks, guidance, and capability development to drive consistent adoption.
• Monitor capability performance and recommend continuous improvements.
• Ensure CRM and marketing technology capabilities align with business strategy, customer experience objectives, and enterprise architecture.
• Represent Customer and Marketing in cross‑functional technology initiatives and influence technical decisions through strong domain expertise.
• Define enterprise standards, policies, and operating models for CRM, campaign management, and customer engagement.
• Foster collaboration across Marketing, Technology, Data, Digital, and local business units to deliver shared outcomes.
• Ensure solutions comply with data privacy, consent, regulatory, and responsible AI requirements.
• Promote a culture of continuous improvement, knowledge sharing, and adoption of best practices across the organization.

Requirements

• Operational CRM & Customer Engagement Expertise – Deep understanding of CRM strategy, customer lifecycle management, contact strategy, and omnichannel engagement
• CRM Technology & Architecture– Strong knowledge of CRM platforms, customer service and automation solutions, omnichannel architecture, API integrations, customer 360 & customer data platforms (CDP) capabilities, and customer journey orchestration
• Technical Credibility – Confident engaging with architects, engineers, and IT leaders on solution design, data integration, APIs, and enterprise marketing technology
• Strategic Thinking – Ability to translate business objectives into scalable CRM and engagement capabilities that deliver measurable customer and commercial outcomes
• Stakeholder Influence – Proven ability to build partnerships and influence across marketing, technology, data, and business teams within a global matrix organisation
• Innovation Mindset – Naturally curious with a passion for exploring emerging technologies and translating them into practical, value‑creating marketing capabilities
• Analytics & AI Proficiency – Solid knowledge of data architecture, customer data management and AI‑enabled marketing, including generative AI, predictive analytics personalization, next‑best‑action, and journey optimisation, with an understanding of responsible AI principles
• Continuous Learning – Keeps abreast of evolving trends in AI, customer marketing, data, and marketing technology, proactively identifying opportunities to enhance customer engagement and operational effectiveness
• Analytical & Data‑Driven – Uses customer insights, experimentation, and performance metrics to inform decisions and drive continuous improvement
• Leadership & Collaboration – Leads through influence, fosters collaboration across diverse teams, and champions innovation, governance, and best practice
• Experience in the Insurance or Financial Services industry is a plus
• Experience in an International environment and multinational company is a strong plus
• Knowledge and experience with Salesforce Stack are a plus, as well as with Dynamics 365, SAP CRM, Oracle, Pega and equivalents
• Minimum 3‑5 years of experience in CRM and customer lifecycle strategy is required

What we offer

We offer employment at the manager level with the relevant salary, in accordance with the CCNL ANIA for non‑executive employees and the Generali Group Company Agreement.

Gross annual salary ranging between 56K€ and 70K€. The final offer will be aligned with the candidate’s professional experience, technical and soft skills relevant to the role, and may include an individual variable component.

We also offer

• Smart working and flexible hours
• Corporate welfare system
• Supplementary health insurance and discounted insurance policies
• Training and development
• Structured continuous learning paths (technical and managerial)
• Career development programs within the Group
• Access to learning platforms and internal mobility opportunities, including international

Why Join Generali

Joining Generali means becoming part of an international Group with a strong heritage and a forward‑looking vision, where people are at the center of our sustainable growth strategy.

We foster a responsible, inclusive, and innovation‑driven work environment, where everyone can contribute to creating value for customers, society, and the communities in which we operate. We believe that diversity, equity and inclusion are essential to building a stronger culture and driving sustainable growth.

At Generali, you will find opportunities to grow through continuous learning, career development paths, and internal mobility across the Group. We recognize talent and merit, and support flexibility as a key enabler of well‑being and a sustainable work‑life balance.

Working with us means sharing strong values and taking on meaningful challenges together to build a safer and more sustainable future every day.

As an Equal Opportunity Employer, Generali evaluates all applications based exclusively on objective and gender‑neutral criteria, including skills, experience and potential, ensuring fairness and transparency throughout the selection process.

Company Profile

Generali Group Head Office is the guidelining unit of the Generali Group, one of the largest global insurance and asset management providers. Established in 1831, Generali is present in over 50 countries in the world, with a total premium income of € 82.5 billion in 2023. With around 82,000 employees serving 70 million customers, the Group has a leading position in Europe and a growing presence in Asia and Latin America. At the heart of Generali’s strategy is its Lifetime Partner commitment to customers, achieved through innovative and personalised solutions, best‑in‑class customer experience and its digitalised global distribution capabilities. The Group has fully embedded sustainability into all strategic choices, with the aim to create value for all stakeholders while building a fairer and more resilient society.