Switzerland CRM & Customer Operations Manager (D/E/F) 100%

About the job

Amplifon is a quality provider and the world’s leading specialist in hearing solutions with more than 75 years of experience. Our passion is to create positive customer experiences and improve the quality of life of our customers with offers and services related to hearing. In Switzerland, we are represented with over 100 specialist stores. 

For our marketing team at the headquarters in Baar (ZG), we are looking for a CRM & Customer Operations Manager (D/E/F) to start immediately or by arrangement.

As a CRM & Customer Operations Manager, you are responsible for optimising and orchestrating cross-media campaigns with a focus on customer retention and activation throughout the entire customer journey. You analyse the customer experience, the various touchpoints, as well as process and data quality, and actively participate in the data-driven generation of recommendations for campaigns. You are responsible for the further development of the CRM strategy as well as the creation and implementation of campaigns in Adobe Campaign and interact with various interfaces.

An important basis of the role is also the definition of KPIs for success control and the creation of holistic tracking concepts for the individual touchpoints of the customer journeys and accompanying their implementation.

Your tasks

• Further development and implementation of the CRM strategy to sustainably increase customer retention, activation and lifetime value.
• Responsible for the conception, setup and operational management of campaigns as well as the development of effective customer journeys and automation programmes in Adobe Campaign.
• Independent implementation of CRM campaigns in Adobe Campaign including testing, dispatch control, monitoring and optimisation.
• Support and professional guidance of consultants in the Adobe Campaign area as well as close cooperation in system and process developments.
• Improvement of customer retention and activation throughout the entire customer funnel through data-driven CRM measures.
• Definition of relevant target groups taking into account appropriate segmentation and personalisation methods as well as provision of data for targeted customer communication.
• Analysis, maintenance and further development of existing customer data as well as sustainable expansion of the customer base and ensuring high data quality.
• Ongoing monitoring, analysis and reporting of campaign performance as well as deriving concrete recommendations for optimisation.
• Responsibility for the management and control of the external customer service centre.
• Interface to local and international stakeholders, corporate teams, consultants and IT managers for further developments, system support and process optimisations.
• Professional leadership and further development of a small team in the area of customer call centre and CRM operations.

Your profile

• Completed studies (FH, university, HF) in business administration, marketing, business informatics or a comparable field.
• Several years of professional experience in CRM, omni-channel or dialogue marketing as well as in campaign management.
• Practical experience in setting up, controlling and optimising campaigns in Adobe Campaign or comparable marketing automation tools.
• Very good technical understanding of CRM, ERP and marketing automation systems as well as cross-channel customer communication and campaign processes (including e-mail, print and call centre).
• Knowledge of quality management as well as incident and process management is an advantage.
• Experience with data analysis, segmentation and reporting.
• Strong affinity for data-driven marketing, customer journeys, marketing automation and data analytics.
• Analytical, conceptual and communicative strength as well as structured and independent working style.
• High solution orientation, initiative and pronounced understanding of project and process management.
• High degree of initiative and enthusiasm for independent work and a feel for customer needs.
• Experience in conversion-oriented sales and marketing structures is an advantage.
• First leadership experience of small teams.
• Very good German and English skills, spoken and written; French skills are a plus.

What we offer

• Responsible tasks and independent work in a young, likeable and highly motivated team.
• A dynamic company where you can develop your ideas and which offers you attractive working conditions.
• You work in both a national and international environment.
• Many opportunities to help shape the build-up and further development of Adobe Campaign.

Top talents make us number 1.
Interested? Then we look forward to your application!