head of crm - Genova, Italia - Experis - Gruppo Manpower srl

Descrizione

For an international online company in the travel sector, we are looking for a Head of CRM & Customer Analytics, who will join the Global Marketing and Product Innovation team. This role is crafted for a leader who will drive revolutionary changes in customer acquisition, engagement, and retention through a sophisticated omnichannel strategy and personalization approach.
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 Strategy

• Integrate 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 Management

• Design and execute the CRM strategy in close collaboration with key external department stakeholders
• Define and continually refine the roadmap, ensuring alignment with the Brand's high-level omnichannel vision across markets and channel
• Oversee 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 experience
• Consistently manage and monitor key performance indicators, KPI
• Work on upselling and cross-selling opportunities throughout the customer journey
• Identify new business opportunities through detailed data analysis and initiate actions to enhance main KPIs

Customer Analytics

• Lead 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 trends
• Develop and implement advanced analytics and BI reporting solutions in collaboration with IT department
• Maintain and enhance machine learning algorithms in the CRM area
• Act as the competence center for all customer data analysis needs within the company

Strategic Partnerships and Collaboration

• Foster 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 Adoption

• Stay ahead of trends in CRM technologies and customer analytics methodologies, incorporating innovative tools (e.g. GenAI) and practices to maintain competitive advantage
• Lead initiatives to pilot and implement new technologies that could improve customer insights and business outcomes

Privacy & Consent

• Ensure all data strategies comply with current data protection laws and ethical standards for privacy and consent
• Regularly update and maintain consent records, aligning them with marketing and customer interaction strategies

Budget Management

• Oversee the budget for the CRM and analytics department, ensuring efficient use of resources and justifying new investments in technology and personnel to senior management

Training and Development

• Develop a training curriculum for team members on best practices, new tools, and data analysis techniques to ensure skill advancement and departmental excellence
• Mentor team members and help them grow professionally, ensuring succession planning is in place for critical roles

Key requirements

• A 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 firms
• At least 1-2 years' experience in direct team management
• Expertise 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 teams
• An unwavering commitment to data-driven decision making, strategic innovation, and problem-solving excellence
• Project management approach to deliver end-to-end complex projects and multiple stakeholders
• Outstanding linguistic skills in English (at least B2 level); fluency in additional European languages is highly desirable
• Exemplary communication skills characterized by a commitment to transparency and openness
• A strong advocate for diversity and an active proponent of sustainable practices

What we offer:

• Full time contract
• RAL commensurate with experience.
• 2/3 days of Smart working per week
• Relocation available
• Place of work: Liguria