Global CRM Manager

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Amplifon is the global leader in the hearing care retail industry. Since 1950, we've been changing the lives of millions of customers around the world. Although we are a global company that's constantly growing, we maintain a start-up approach and strive for innovation daily. We pride ourselves on setting industry standards and continuously improving the customer and employee experience.

More than 20,000 professionals work daily across a network of 9,500 points of sale in 26 countries on 5 continents, bringing back the joy of hearing, feeling, and living to thousands worldwide.

What we are looking for

Reporting directly to our Global CRM Associate Director, you will think globally while acting locally, fostering a harmonized customer-driven culture across the company. You will envision the complete end-to-end customer journey and all client-focused initiatives from ideation through development and execution.

Key Responsibilities:

• Define the CRM strategic framework across all customer journeys and channels to achieve objectives such as engagement, reactivation, conversion, and repurchase.
• Cascade CRM initiatives in different countries and support their correct execution.
• Continuously monitor performance, identify performance boost elements across the conversion funnel, and maximize ROI and CRM contribution to total revenues.
• Monitor CRM performance, identify growth opportunities, develop business cases and scenarios, verify CRM management coverage, and maximize ROI per channel (DM, Digital, CC, store).
• Foster CRM skills in countries, upskill capabilities, innovate culture and operating models, and promote a CRM community across countries.
• Collaborate with global and local marketing stakeholders to launch innovative projects, supporting integration, testing, and launch phases.
• Leverage and disclose the use of CRM enablers such as Customer Segmentation, CVM Journeys, Marketing Automation, and Analytics.

What you'll need

• At least 7 years of experience in CRM, ideally with an international scope.
• University degree (B&A, marketing, communication, management engineering).
• Knowledge of marketing and CRM best practices, processes, and tools in customer-oriented organizations.
• Strong experience with data analysis and KPI monitoring.
• Experience in dynamic, customer-focused environments, CX management, and marketing performance.
• High work ethic, business acumen, customer understanding, and relationship skills.
• Ability to work with sales and cross-functional teams.
• Ability to develop and implement CRM best practices.
• Entrepreneurial mindset and proactive attitude.
• Strategic thinker with hands-on management skills, capable of handling multiple projects and priorities.
• Fluency in English.

Amplifon is committed to building a Winning Culture that guides our employees into the future, starting with improving our Winning Workplace. We offer a hybrid working policy, allowing employees to work remotely up to 9 days per month.