CRM & Experience Manager

Summary Description

This role will support the Head of Hub Marketing in developing and executing customer relationship and experience strategies across the Far & Middle East regions. The primary focus will be on Customer Relationship Management (CRM) and Customer Experience while also supporting digital engagement and event-related initiatives. The CRM & Experience Manager will play a key role in strengthening customer relationships, ensuring seamless customer interactions, and enhancing Ferrari’s brand experience in the region.

II. Primary Responsibilities

A. Strategic/General Tasks

• Assist the Head of Hub Marketing in developing and implementing CRM and customer experience strategies aligned with Ferrari’s global direction and business objectives.
• Work cross-functionally with internal teams and external partners to ensure the seamless execution of customer engagement initiatives.
• Analyze CRM and customer experience data to provide insights for enhancing engagement and improving the customer journey.
• Prepare reports, business reviews, and customer insights analysis to support strategic decision-making.
• Maintain strong communication with internal stakeholders to ensure a consistent and customer-centric approach.

B. CRM – Customer Relationship Management

CRM System Management

• Oversee the daily operation and optimization of Ferrari’s CRM system, customer app, and event management system.
• Ensure the quality and integrity of the CRM database, and provide CRM training and support for internal teams and dealers.
• Manage CRM issues through an online ticketing system to resolve inquiries promptly.

Customer Engagement

• Develop and implement customer engagement plans, ensuring meaningful interactions across both physical and digital touchpoints.
• Supervise customer service and call center operations, tracking satisfaction metrics and resolving customer concerns.
• Create and manage customer feedback loops to drive continuous improvements in the customer experience.
• Develop monthly CRM and customer engagement reports, identifying trends and areas for enhancement.

Business Support & Opportunity Identification

• Identify sales opportunities (new cars, pre-owned, personalization) using CRM data and insights.
• Support repeat customer campaigns and manage prospect databases for digital lead generation.
• Manage and ensure CRM support for marketing events and track customer conversions.

C. Customer Experience & Event Support

• Collaborate with internal teams and external partners to enhance the customer journey and ensure exclusive Ferrari Experiences.
• Support planning and executing customer events, product launches, and brand activations to strengthen customer relationships.
• Support logistics and coordination for high-end marketing events such as motorsports activations and private customer experiences.
• Work with internal and external stakeholders to ensure smooth event execution in line with Ferrari’s brand image.
• Support additional Hub marketing and customer experience projects as assigned.
• Perform other ad-hoc tasks to enhance Ferrari’s marketing efforts in the regions.

III. Qualifications (Experience, Knowledge, Skills, and Abilities) Required

• Bachelor’s degree in Business, Marketing, Luxury Management, or related fields preferred.
• Minimum 5 years of experience, with hands-on customer service experience and a strong understanding of luxury products.
• Self-motivated with a strong CAN DO attitude; proactive, results-driven, and eager to succeed.
• Strong in data analysis and logical thinking, with the ability to make informed decisions.
• Proven track record of successfully driving projects from inception to completion.
• Highly hands-on and adaptable, able to implement plans independently and navigate changes and crises.
• Excellent interpersonal and communication skills, with the ability to build and maintain relationships at all levels.
• Strong task management skills with the ability to prioritize effectively, quick to learn new concepts.
• Passionate, patient, and detail-oriented with a positive personality and strong team spirit.
• Capable of performing well under pressure, with a supportive and well-organized approach, and a strong service orientation.
• Willingness to travel for business as required.