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Omnichannel CRM Manager

We are building on an impressive past to create an even more extraordinary future.

Creativity, multiplicity, and consistency have always been the creed of the Group, which leverages change to grow stronger as it continues to explore both known and new avenues, seeking constant dialogue with an ever-broader client base.

Working in Moncler is all about creating exceptional experiences for our clients; engaging directly with them through every channel and touchpoint, involving them, and understanding their expectations – even when unspoken – is a cornerstone of the relationship that Moncler strives to develop with its clients to never stop surprising them.

 

In this scenario, you will have the exciting opportunity to be a key player in the role of Omnichannel CRM Manager as part of WW Omnichannel Client Relations team team based in Milan Head Office.

 

In this key role, you will drive Customer Journey Project and make it happen, having a 360-degree perspective on client, ensuring full integration between all business channel, furthermore partnering with both retail, wholesale, digital and marketing business teams.

 

Accountabilities:

 

  • Lead the cross-discipline delivery of the CRM roadmap and support ongoing refinement of the Omni-Channel CRM strategy for Moncler.
  • Responsible for the CRM Omnichannel platform and the integration with other systems to support reporting, analytics, CRM, and personalized marketing & programs; managing project activities, deadline and deliverables.
  • Cooperate with other CRM department and business channel to identify the strategy to develop analytically derived models of customer behavior and deploy them in production systems to contribute to the customer profile, managing external consultants and collaborating with different departments
  • Define processes that will deliver customer-level analytics to target marketing communications and customer treatments across channels.
  • Provide detailed integrated data to data scientists in order to support sophisticated analytical decision, and deliver customer data to appropriate customer touchpoints in order to drive a consistent customer experience.
  • Spread the Moncler omnichannel culture, supporting mind change, reinforcing behaviors, be an ambassador of the practice sharing and collaboration.

 

Requirements:

 

- At least 5 years of experience in the role in project management or Omnichannel role

- Deep knowledge of Omnichannel fields tools and methodology

- Strong project management and problem-solving skills; ability to overcome obstacles and effectively roll out and globally scale highest impact initiatives

- Excellent reporting and analytic skills, both quantitative and qualitative

- Knowledge of the following tools and methods is considered a plus
- Knowledge of Project Management tools (e.g: JIRA, Confluence, Trello, Basecamp or MS Project)

- Solid knowledge of CRM and Marketing Automation Tools

- Strong Consumer Journey Mapping and Customer Lifecycle knowledge

- Willingness to travel extensively