CRM Specialist Italy

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From its beginnings as a wool mill La Redoute is a French brand that has forged unique relationships with its customers for the past 180 years. Yesterday through its catalogue, today on the web. We are a mainly digital player selling Home furniture & linen products but also clothing for the whole family.

Connections weaver trends discoverer and creator vector of influence we create distribute and deliver our own products. Our mission: Become the #1 inspirational home & lifestyle platform for all families.

Associated with the Galeries Lafayette group and present in Italy in Milan we are looking for a CRM Specialist.

Key Responsibilities

Commercial Operation

• Strategy Development and Execution: Define, implement and execute the local CRM commercial strategy to support the company’s business objectives.
• Communication Calendar Management: Define the commercial communication calendar for customer database engagement through email marketing and push notifications.
• Customer activation and engagement: Own all metrics and forecasts regarding active customers and increase engagement.

Data & Client Journey

• CRM Lead for the Italian Subsidiary: Act as the point of reference for CRM activities within the Italian subsidiary collaborating with both local teams and the global team.
• Cross-functional Collaboration: Work in coordination with other marketing functions and the e-store team to ensure CRM strategy alignment with the overall commercial plan.
• Customer Journey and Automation: Set up, maintain and update customer journeys and automation flows in coordination with global inputs to ensure personalized and efficient engagement.
• Audience Segmentation: Segment audiences within the Customer Data Platform (CDP) for targeted communication.
• Email Marketing Workflow Creation: Create and manage workflows in the email marketing software (Adobe).
• Technical CRM audiences and data ownership: Manage and maintain a clear view of internal data sources and data marts to provide fast, accurate customer insights for segmentation campaign optimization and marketing reporting.
• Work on CRM enablers such as data capture, data collection and data quality management.
• Onsite CRM activation: Collaboration with e-store manager in defining and executing on-site activation to increase opt-ins and newsletter subscriptions.
• Loyalty Program Management: Set up, maintain and update the loyalty program in the country to enhance customer retention.
• Creative Content Development: Localize and define the layout and content of CRM communications ensuring brand consistency and engagement.
• External Partner Coordination: Coordinate and brief external partners to create necessary creative assets.
• Performance Analysis: Analyze the results and performance of CRM communications, draw reports and identify areas for improvement.
• A/B Testing: Set up and manage A/B tests to continuously improve CRM campaign outcomes.

Main Responsibilities

• Customer Segmentation & Data Analysis based on CDP environment.
• New Audiences and Optimization Brief Management.
• Audience Brief and DataMart Management.
• Management of email marketing and communication through the different channels of the app.
• Analysis and optimization of KPIs.
• Management of the creation of segments and content of communications.
• Definition and analysis of A/B Testing.
• Reports and follow-up.

What’s expected from you

• Bachelor’s degree in Marketing, Business Administration, Digital Marketing or Advertising.
• Strong (usually 3 years) of experience in B2C email marketing including campaign creation, management and optimization.
• Dynamism and creativity.
• Multi-tasking management skills.
• Organization and customer orientation.
• Minimum of 1 year experience in the management and knowledge of CRM email marketing tools and app (Adobe Campaign management is an asset).
• Analytical and planning skills.
• Knowledge of Photoshop or editing tools.
• Basic knowledge of HTML will be considered a plus.
• Fluency in English.

Good reasons to join us

• Excellent location in Milan.
• International company.
• Fast growing & young environment.
• Hybrid work model (2 days / week working from home).

Curious to know more? Apply! We can’t wait to talk to you soon!

La Redoute is a signatory of the Diversity Charter.

As difference is a source of wealth, our jobs are accessible to all.