Job Title: CRM Manager - GAES
Location: Barcelona, Spain
Job Type: Full-time
About Us:
Amplifon is the global leader in the retail hearing care industry. We believe people are the most important component of our success. Our company operates with 2000+ dedicated professionals who empower people to discover all the emotions of sound.
About the Role:
We are looking for a dynamic, business-driven, and analytical professional to join our Marketing team as a CRM Manager. This role plays a critical part in developing and implementing customer relationship-focused strategies and marketing plans with direct impact on business results.
Main Responsibilities:
* Manage our database, constantly finding and executing initiatives to improve its quality and quantity, and data enrichment and usability.
* Implement and adapt the global customer segmentation model on systems, interpreting phenomena and developing a detailed positioning plan for selected segments, also evaluating their commercial attractiveness.
* Define, contextualize, implement, and execute the CRM plan, aligned to CRM global guidelines, in order to achieve the revenue targets.
* Project manage campaigns from beginning to end, ensuring they meet the target objectives through all core funnel KPIs.
* Ensure all marketing campaigns are delivered on time and within budget; monitor the execution and ensure continuous optimization based on campaign monitoring.
* Manage and control the budget of investments in the area.
* Assess the return on investment of the plan and specific campaigns, and make recommendations for improvements.
* Analyze quantitative and qualitative data, monitor Operational KPIs, and define corrective actions to ensure end results.
* Continuously look for further opportunities to maximize results and ensure the right balance between priorities and database opportunities (short, medium, and long-term goals).
* Implement multichannel orchestration and onboarding of all the channels (focus on call center and stores) to ensure the best delivery of the contact strategy.
* Define and ensure the roll-out and maximization of customer contact strategy and call-center effectiveness and KPIs.
* Define Dashboard / Reporting to be used for both Inbound and Outbound activities, across channels, segments, and campaigns.
* Support the creation of training and governance at store level to share progress results and actions for continuous optimization.
* Manage, at Country level, the loyalty mechanisms through programs and partnerships.
Requirements:
* Bachelor's degree in marketing, business, or a related field.
* Master's degree / MBA is a plus.
* Proven experience in CRM to drive business results and impacts (min. 8 years direct experience in equivalent or comparable roles).
* Experience in call center strategy, execution, operations, and analysis will be highly valued.
* Knowledge of retail environment and dynamics.
* Strong understanding of CRM systems and solutions (Salesforce, Adobe, SAP, Oracle, …).
* Strong analytical skills and ability to extract key insights to drive business decisions.
* Proven experience in database management and segmentation.
* Knowledge of GDPR rules and guidelines.
* Proficiency in Office (in particular Excel, PowerPoint, Word).
* Knowledge of PowerBI, Knowledge DataIQ, and SQL is a plus.
* Solid people management and development experience.
* Excellent written and verbal communication skills, both written and oral, in Spanish and English.
* Customer understanding and customer orientation.
* Performance and goal-orientation, strong accountability for results.
* Ability to adapt to a dynamic and fast-paced retail environment.
* Ability to work collaboratively with cross-functional teams and build strong working relationships.
* Ability to influence, work, and negotiate with internal and external partners and key stakeholders.
What We Offer:
Amplifon is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace. Aligned to this goal, we offer a hybrid working policy, allowing employees to work 2 days/week remotely.