Customer Relationship Management (CRM) Manager

Amp Up Your Career with Real Purpose. Real Opportunity. Real Impact.

At Amplifon, we’re more than a company. As the Global Leader in hearing care, we combine cutting-edge solutions with a personal touch to create unforgettable experiences for our customers.

With a shared vision to empower people and push boundaries, we thrive in a culture built on care, collaboration, and impact. Here, your work fuels innovation, growth, and a purpose that resonates far beyond the ordinary.

Join us and shape a future where sound connects, inspires, and transforms lives.

Life at Amplifon: 

Working at Amplifon gives you the chance to make your voice heard, build strong working relationships, and create your own tailor-made career. 

Here, you’ll find all the support, tools, and opportunities you need to grow, whether it’s through our top-class development programs or by taking on projects in other parts of the world. And your colleagues will be there to motivate and inspire you every step of the way.

Amplifon Australia is seeking a Customer Relationship Management (CRM) Manager with a strong analytical mindset and a passion for optimizing customer engagement. This role focuses on analysing customer interactions and data throughout the lifecycle to deliver personalized, data-driven campaigns and ensure tailored solutions for our customers.

Position Overview 

Reporting to the Head of Marketing, the CRM Manager will analyse data to design the strategy and to manage personalized relationships with customers and prospects. It builds thorough databases, analyses customers and defines micro-segments to treat them in a personalized way with one to one communications. 

Main Responsibilities

• According to CRM global guideline, contextualizes, implements and executes the CRM plan
• Simulates the economic impact and monitors the execution 
• Continuous optimization: looks for further opportunities in order to maximize results and to ensure the right balance between priorities and carry out database opportunities (short, medium- and long-term goals)
• Ensures multichannel orchestration and shop engagement for a most effective delivery 

Customer Intelligence

• Implements and adapts global customer segmentation model on systems
• Interprets phenomena and develops detailed positioning plan for the selected segments
• Suggests marketing actions, based on the evaluation of commercial attractiveness for each customer segments
• Constantly monitors business development evolution and timely identifies relevant opportunities or risks for the revenue growth
• Designs and implements processes to ensure data quality and data enrichment

BI & Reporting

• Requires/Develops operational BI, adding all details to the corporate dashboard in order to complete the overall business understanding
• Provides analytics and key insights to marketing team to support business revenues growth adding all KPIs details to better understand root causes and influence marketing decision
• Provides data to forecast all main funnel events (test, trial, sales, ASP) and product mix also at shop level
• Conducts ongoing category and product level analysis
• Extracts data to create ad-hoc analyses that enable deeper understanding of customer segments, marketing campaigns, business trends and channel performance

CRM Strategy

• Implements and adapts guidelines and global playbook ensuring continuous optimization based on obsessed campaign monitoring
• Designs the CRM marketing plan in order to achieve the revenues target, also through the design of dedicated BTL offering and clear business case per campaigns
• Ensures all marketing campaigns are delivered on time and within budget
• Localizes campaigns calendar at Country level and personalizes relevant messages to engage with different audiences
• Project manages campaigns from beginning to end, ensuring them meet the target objectives
• Creates report on campaign return of investment and making recommendations for global improvements

Loyalty & Partnership

• Manages objectives and targets to be reached defined at Global level
• Optimizes the campaign flow in alignment with CRM strategy 
• Manages, at Country level, the loyalty mechanisms through programs and partnerships: Club card, catalogues and service cards

Go To Market

• Implements multichannel orchestration and onboarding of all the channels (focus on engagement of store and call center) to ensure the best delivery of contact strategy
• Creates training and governance at store level to share progress results and actions for continuous optimization

Skills

• Ability to manage a high volume of omnichannel CRM campaigns;
• Strong work ethic and ability to work with cross functional and multicultural teams;
• Excellent written and verbal communication skills;
• Ability to manage and prioritize competing demands with a customer-focused and outcomes-cantered approach;
• Attitude for KPI monitoring;
• Adaptable to a dynamic environment with rapidly changing priorities;
• Demonstrated understanding of project management and process management;
• Internal / external stakeholder management;
• Knowledge of Adobe Marketing Cloud is a plus;

Education & Experience

• University degree required in Business & Administration, Marketing, Communications
• Minimum of 6 years’ experience in executing CRM strategy
• Strong knowledge of CRM and marketing best practices, processes, and tools within customer-centric organizations
• Proven experience working with data and analytics to inform decision-making and campaign optimization
• Industry experience in Telecommunications, Energy, or Insurance is a strong plus

Real Purpose. Real Opportunity. Real Impact. 

Purpose: A career where every role contributes to helping people reconnect with the world around them through better hearing.

Opportunity: The chance to grow, develop, and succeed with a global leader and build your career. 

Impact: The real difference we make every day by changing people's life.

Ready to take the next step? Amp Up your career with Amplifon!