Crm & Consumer Care Coordinator - Maternity Cover Milano

Crm & Consumer Care Coordinator - Maternity Cover
Milano
Lombardia, Milano

KEY ROLES & RESPONSIBILITIES

- Supervise day-to-day operations of the customer service team, by being the main point of contact within the affiliate between local and central Ccare team

- Respond to customer service issues in a timely manner, informing all the involved stakeholders

- Create effective customer service procedures, policies, and standards

- Maintain accurate records and documenting all customer service activities and discussions

- Give support in the training of new customer service agents, by providing updated training materials and guidelines and by organizing regular meetings to share animation plans and new loyalty programs updated

- Support in the implementation of the local CRM strategy for brand clusters (fragrances, skincare) by working side by side with Online team to ensure the maximization of segmentation, personalization, A/B testing and multichannel campaign orchestration

- Cooperate on the training of local brand teams on new CRM platform and ensure the full usage

- Provide insights and recommendations to Consumer Marketing Managers and supervise tactical initiatives for department stores

- Monitor the performance of existing loyalty programs by defining annual strategy for loyalty members with the aim to increase repeat purchases

- Ensure the correct and efficient rollout of new loyalty programs, taking part in core team meetings

**Qualifications

- Degree in Management Engineering, Economics or similar

- Good organizational skills and the ability to manage own workload

- High levels of accuracy and attention to detail

- Ability to deliver to tight deadlines

- Excellent knowledge of English

- Previous experience in Customer Service projects is a plus

**Job**: Online / E-Commerce

**Primary Location**: IT-25-Milan

**Job Type**: Standard

**Schedule**: Full-time

**Shift**: 1st (Day) Shift

**Job Number**: 2220180

This job advertising is addressed to both sexes based on law 903/77 and 125/91, and addressed to people of any age and nationality based on legislative decree N°215/03 and 216/03.