CRM & Customer Transformation Manager

Eleventy World is looking for a CRM & Customer Transformation Manager with proven experience in luxury retail.

The company:

Eleventy was created in 2007 with the mission of promoting the Made in Italy label throughout the world. Eleventy presents a timeless contemporary style that we like to call “contemporary chic”. This style harmoniously blends character, elegance and practical functionality while preserving a modern style for all occasions.

At Eleventy we are loyal to high-quality craftsmanship and to the tradition of tailoring, while at the same time attentive to innovation and the demands of the modern world.

We are engaged in perpetuating the beauty of Italian style and of the creative craftsmanship that is steeped in the history and in the culture, in the arts and crafts of our country.

The Role

The CRM & Customer Transformation manager will lead the definition and implementation of Eleventy’s CRM strategy, building the platform, processes and capabilities required to develop a truly customer-centric organisation.

This is a genuine greenfield opportunity: the successful candidate will be responsible for building the company’s CRM capabilities from the ground up, leading the selection and implementation of the platform, defining the technology ecosystem and developing the customer lifecycle strategy.

Working closely with Marketing, Retail, Digital, IT and external partners, this person will serve as the company’s key point of reference for the CRM & Customer Transformation programme, playing a pivotal role in Eleventy’s digital growth.

Responsibilities

CRM Platform & Transformation

• Define the vision, roadmap and operating model for the CRM function.
• Lead the selection, implementation and ongoing development of the CRM platform.
• Act as the business owner of the CRM Transformation programme, ensuring alignment between business objectives and technology implementation.
• Manage relationships with the System Integrator and technology partners, overseeing governance, priorities, quality and delivery timelines.
• Design the CRM ecosystem and ensure its integration with ERP, POS, e-commerce, marketing automation and other company systems.
• Define customer data governance, architecture and quality standards.

CRM Strategy & Customer Engagement

• Define and implement the CRM and Customer Engagement strategy.
• Develop omnichannel customer segmentation, personalisation and lifecycle programmes.
• Design initiatives aimed at increasing customer loyalty, retention and Customer Lifetime Value.
• Partner with Marketing and Retail to deliver personalised and consistent experiences across all customer touchpoints.

Customer Insights & Performance

• Develop a data-driven CRM function, turning customer insights into actionable business initiatives.
• Define KPIs and monitor the performance of CRM initiatives.
• Identify growth opportunities through the analysis and strategic use of customer data.
• Support the building the CRM function by defining its processes, governance and best practices.
• Support CRM adoption across the organisation.
• Serve as the company’s key point of reference for all CRM and Customer Transformation initiatives.
• Support cross-functional projects involving internal teams and external partners.

Candidate Profile

• At least five years of experience in CRM, Customer Engagement or CRM Transformation roles.
• Proven experience in designing and implementing enterprise CRM platforms.
• In-depth knowledge of Salesforce, Microsoft Dynamics 365 or equivalent platforms.
• Experience managing System Integrators and technology partners.
• knowledge of CRM architecture, customer data models and systems integration.
• Experience integrating CRM platforms with ERP, POS, e-commerce and marketing technologies.
• Strategic vision combined with a hands-on approach.
• Excellent analytical, project management and stakeholder management skills.
• Full professional proficiency in English.
• It is a hands on role.

Preferred Qualifications

• Experience in the fashion, luxury or premium sectors.
• Knowledge of Customer Data Platforms (CDPs), Business Intelligence tools and marketing automation solutions.

What we offer:

What We Offer

• Employment under the CCNL Commercio e Servizi Terziario
• €9 daily meal vouchers.
• Corporate welfare
• An inclusive and dynamic working environment.
• Strong opportunities for professional growth.
• Gross annual salary ranging from €50,000 to €70,000, depending on the candidate’s experience and expertise.

If you would like to join us in this new project and be part of Eleventy’s evolution, please send your cv!