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Amplifon is the global leader in the retail hearing care industry. Over 20,000 professionals in 26 countries, coming from more than 100 different nationalities, work every day in a global network of 9,500 points of sales to empower thousands of people to rediscover all the emotions of sound. In Amplifon, we believe people are the most important component of our success. Only through investment in talent engagement, professional development, and recognition, can our people express their potential and build a fulfilling career.
Amplifon Iberica S.A.U acquired GAES in 2019 with over 700 shops spread throughout the country. The main office is in Barcelona and operates with 2000+ dedicated professionals that empower people to discover all the emotions of sound.
We are currently looking for a dynamic, business-driven, and analytical professional to join our Marketing team as a CRM Manager, located at our Spanish headquarters in Barcelona (C. de Pere IV, 160 - 08005).
This role plays a critical part in developing and implementing, based on internal and external omnichannel data analysis, customer relationship-focused strategies and marketing plans with direct impact on business results. It is a key position to drive the overall Country’s strategy and performance.
Reporting directly to the Country Marketing Director, Antonella Fanuzzi, and managing a team of 4, the role involves managing the team within the Country’s Marketing organization and coordinating cross-departmental work at local, regional, and global levels.
Main responsibilities :
* Manage the customer database, continuously improving its quality, quantity, data enrichment, and usability.
* Implement and adapt the global customer segmentation model on systems, developing detailed positioning plans for segments and evaluating their commercial attractiveness.
* Define, implement, and execute the CRM plan aligned with global guidelines to achieve revenue targets.
* Project manage campaigns from start to finish, ensuring they meet objectives and KPIs.
* Ensure timely and within-budget delivery of marketing campaigns, monitoring and optimizing performance.
* Manage and control the budget for CRM initiatives.
* Assess ROI of plans and campaigns, recommending improvements.
* Analyze data, monitor KPIs, and implement corrective actions to ensure results.
* Identify opportunities to maximize results and balance priorities and database opportunities across short, medium, and long-term goals.
* Implement multichannel orchestration, focusing on call center and stores, to optimize contact strategies.
* Define and maximize customer contact strategies and call-center KPIs.
* Develop dashboards and reports for inbound and outbound activities across channels and campaigns.
* Support training and governance at store level to share results and optimize actions.
* Manage loyalty programs and partnerships at the country level.
Background & Technical skills :
* Bachelor’s degree in marketing, business, or related field; Master’s degree or MBA is a plus.
* At least 8 years of proven CRM experience driving business results.
* Experience in call center strategy, operations, and analysis is highly valued.
* Knowledge of retail environment and dynamics.
* Strong understanding of CRM systems (Salesforce, Adobe, SAP, Oracle, etc.).
* Strong analytical skills with the ability to derive insights for decision-making.
* Experience in database management and segmentation.
* Knowledge of GDPR regulations.
* Proficiency in Office tools; PowerBI, DataIQ, and SQL knowledge are a plus.
* People management and development experience.
* Excellent communication skills in Spanish and English.
* Customer-oriented mindset.
* Performance-driven with strong accountability.
* Ability to adapt in a fast-paced retail environment.
* Collaborative and influential working style with internal and external stakeholders.
Amplifon promotes a Winning Culture and offers a hybrid working policy, allowing employees to work remotely 2 days per week.
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