CRM Senior Specialist

The CRM Senior Specialist directly reports to the Head of CRM Global and is responsible for ensure that business processes are run in CRM tool set consistently to template processes, deliver reporting on performance of CRM activities world-wide based on central standards, support the CRM team in their daily operations and continuously improve their efficiency.

Main Activities

  • Co-ordinate with all stakeholders(Network Development, Sales, Aftersales, Market Intelligence, Digital, Marketing Communications external partners etc.) to ensure the implementation of selected touchpoints in order to fulfill business objectives and create a delightful customer journey

  • Ensure adequate support to Markets, through dedicated training or knowledge transfer sessions on CRM tool set and processes, be it on-site or remotely

     

  • Support and co-ordinate the implementation of a joint Sales & CRM program (executed with Network development dept.) aimed to implement renewed retail processes to better support Dealer operations

  • Liaise with different business entities and markets in Maserati in order to support definition of business goals and processes to optimize customer experience and enhance sales performance
  • Support the CRM team in their daily activities and objectives to develop insights through available reporting and ad hoc data analysis, e.g. for campaigns, performance measurement etc.
  • Monitoring of data quality and data use, identify needs for data cleansing processes and potential for data enrichment, define rules for reporting
  • Support campaign manager in the execution of e-mailing campaigns,thorugh end-to-end implementation of marketing automation processes (from campaign scope and target definition up to execution and monitoring)

Requirements

  • Background in automotive CRM (both Wholesale & Retail), in particular with focus on development of central CRM strategy

  • Proven track-record of performance improvement in an ambiguous data environment

  • Experience with Marketing automation, campaigning implementation strategies (e.g. nurturing)

  • Ability to define business and process requirements from different entities and markets, assess their impact and evaluate business benefit

  • Basic knowledge of database management (data handling and processing, data model structure)

  • Competence related to development of high-performing CRM assets (mailings, e-mails, etc.)

  • Ability to facilitate communication among a wide variety of stakeholders belonging to different maturity levels and backgrounds,

  • Desirable: acquainted with Salesforce as well as Oracle Marketing cloud

  • Pro-active, team player, self-motivational and flexible
  • Fluency in Italian and English is minimum, other languages preferred
  • Previous exposure to intercultural environment
Business units
Sales
Locations
Modena - Italia
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