Global Customer Intelligence & CRM Insights Manager

Job Description

Who we are

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care. More than 20,300 professionals every day in a network of 9,700 points of sale across 26 countries, give back the joy of hearing, feeling and living to thousands of people across the world.

In Amplifon we believe people are the most important component of our success. Thanks to our best-in-class Hearing Care Professionals and front and back-office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers. We believe that it's only through strong investment in talent engagement, continuous professional development, support and recognition that our people can exceed every limit and build a fulfilling career.

About the role

You will work in our Headquarters as Global Customer Intelligence & CRM Insights Manager, being in charge of gathering, analyzing, and interpreting customer data at global level to provide invaluable insights and recommendations to Regions and Countries. This pivotal role is instrumental in comprehending customer behavior, preferences, and needs, serving as the cornerstone for developing impactful marketing strategies and enhancing overall customer usage.

You'll work with a talented team of engaged professionals, acting as the Global Center of Expertise (CoE) for corporate, regions & country stakeholders, starting from your direct manager (Federico Flussi, Global CRM Customer Intelligence Associate Director) and his team (4 colleagues).

Collaborating seamlessly with various departments, the Global Customer Intelligence & CRM Insights Manager aligns customer insights with our business goals and objectives, with the final aim to extract business insights and optimize offering and sales revenue performance, through a holistic approach on data analysis (product sales, price elasticity, seasonality, competitive benchmark), KPI monitoring and dedicated reporting.

Key Responsibilities

People management, ensuring project objectives effectively and efficiently: provide clear direction and ongoing support, coordinate tasks, ensure seamless communication and that all deliverables are on time and meet the highest standards of quality.

Analyze data from multiple databases to drive optimization and improvement of business insights

Translate data insights into compelling and to the point recommendation and output for marketeers and other stakeholders

Lead regular product/pricing/revenue analyses, KPI monitoring & reporting

Extract data to create ad-hoc analyses that enable deeper understanding of specific business questions

Create and design data flows starting from a data warehouse having a clear understanding of data structure and joint implementation using SQL language (Python is a plus)

Design, Build and Maintain Business KPI dashboards starting from raw and non-homogeneous data, to ensure data quality, enrichment and readability

Gather customer insights from Speech Analytics

Act as a point-of-reference, for the whole Global CRM Team, with Global IT to plan and prioritize CRM projects and activities, optimizing resources and budget allocation, taking accountability for all the activities related to Data Governance and Data Rooms

Required Skills & Experience

Professional experience

Hold a University Degree in Mathematics, Statistics, Engineering, Economics

Have at least 6 years of experience in working with large data sets and in building statistical models and dashboards

Have advanced skills in Excel, Power BI or other BI systems/data analysis tools

Have advanced skills in SQL Language, Python is a plus

Have strong analytical skills, mathematical abilities and business acumen, being able to translate complex data into meaningful insights

Mindset & Soft Skills

Strong analytical thinking with the ability to interpret complex datasets

Technical proficiency in data manipulation, statistical analysis and data visualization

It's a plus if you have experience in storytelling and in presenting data-driven insights to both technical and non-technical stakeholders

Ability to translate data into meaningful business recommendations

Fluency in English (written and spoken)

Willingness to travel occasionally for business needs

Location: HQ Milan, Italy (Hybrid - allowing employees to work 6 days per month remotely)

Compensation & Benefits

Applicable Collective Agreement: CCNL Commercio (Terziario, Distribuzione e Servizi)

Contractual Level: Employee Level Quadro

Contract Type: Permanent - Full Time

The reference Gross Annual Salary is approximately in the range of €57.000 - €76.000. The actual compensation will be commensurate with the candidate's experience and specific skills and knowledge and also to the educational background.

The position is also eligible for an annual incentive scheme based on Company and individual performance KPIs, with a payout whose target is equal to 15% of the annual gross salary, in line with Company policies.

Benefits

€1,700 Annual Welfare plan for your personal well-being on a wide range of services

Health Insurance: QUAS healthcare coverage and an additional company integrative insurance + Accident Insurance

Supplementary pension scheme: option to enrol in the Fondo Fon.Te with employer contributions

Office Perks: On-site canteen and free company parking

Growth & Development: Free access to learning platforms and training programs. We provide access to continuous learning opportunities because we believe in investing in your professional development.

Well-being: Special corporate discounts, services to support you and your loved ones, moments dedicated to your wellbeing and physical health.

Equal Opportunities Statement