Head of CRM & Customer analytics
Experis
- Genova
- Tempo indeterminato
- Full time
She/he will lead a team of 9 and it requires a challenging mix of vertical data analysis skills and knowledge of technology, together with a strong commercial sensitivity and strong leadership on cross-functional and international project teams.Main Responsibilities:Omnichannel StrategyIntegrate omnichannel strategies using CDP to provide a unified customer view and enhance customer engagement across all touchpoints.Develop and implement privacy and consent frameworks to comply with data protection regulations while maximizing data usability.Campaigns ManagementDesign and execute the CRM strategy in close collaboration with key external department stakeholdersDefine and continually refine the roadmap, ensuring alignment with the Brand’s high-level omnichannel vision across markets and channelOversee and coordinate the delivery of portfolio campaigns (including DEM, messaging, and Outbound phone) focusing on target definition and collaboration with departments such as eCommerce, Customer Center, Sales, Media, etc., to ensure a seamless and consistent customer experienceConsistently manage and monitor key performance indicators, KPIWork on upselling and cross-selling opportunities throughout the customer journeyIdentify new business opportunities through detailed data analysis and initiate actions to enhance main KPIsCustomer AnalyticsLead the development and execution of the consumer data strategy using our Customer Data Platform (CDP)Regularly analyze and report on customer data to identify behavioral patterns and trendsDevelop and implement advanced analytics and BI reporting solutions in collaboration with IT departmentMaintain and enhance machine learning algorithms in the CRM areaAct as the competence center for all customer data analysis needs within the companyStrategic Partnerships and CollaborationFoster strong relationships with technology vendors and service providers to enhance CRM/CDP/Marketing Automation capabilities and infrastructure.Work closely with Marketing, Sales, IT, and external partners to ensure that CRM strategies are aligned with company-wide goals.Innovation and Technology AdoptionStay ahead of trends in CRM technologies and customer analytics methodologies, incorporating innovative tools (e.g. GenAI) and practices to maintain competitive advantageLead initiatives to pilot and implement new technologies that could improve customer insights and business outcomesPrivacy & ConsentEnsure all data strategies comply with current data protection laws and ethical standards for privacy and consentRegularly update and maintain consent records, aligning them with marketing and customer interaction strategiesBudget ManagementOversee the budget for the CRM and analytics department, ensuring efficient use of resources and justifying new investments in technology and personnel to senior managementTraining and DevelopmentDevelop a training curriculum for team members on best practices, new tools, and data analysis techniques to ensure skill advancement and departmental excellenceMentor team members and help them grow professionally, ensuring succession planning is in place for critical rolesKey requirementsA minimum of 7 years’ experience in a leadership role managing customer data strategies and marketing campaigns, ideally within multinational corporations in the Digital, Fashion, Telco, or Utilities sectors or agencies / consulting firmsAt least 1-2 years’ experience in direct team managementExpertise in major CRM systems (preferably Microsoft Dynamics, Salesforce and Adobe Experience Cloud) or CDP (Adobe, Tealium, Salesforce…)Exceptional organizational and leadership skills, demonstrated by past successes in mobilizing and empowering cross-functional teamsAn unwavering commitment to data-driven decision making, strategic innovation, and problem-solving excellenceProject management approach to deliver end-to-end complex projects and multiple stakeholdersOutstanding linguistic skills in English (at least B2 level); fluency in additional European languages is highly desirableExemplary communication skills characterized by a commitment to transparency and opennessA strong advocate for diversity and an active proponent of sustainable practicesWhat we offer:Full time contractRAL commensurate with experience.2/3 days of Smart working per weekRelocation availablePlace of work: LiguriaLeisure Company