Requirements: English
Company: Everli
Region: Milan , Lombardy
We are looking for a CRM Manager for our headquarter in Milan . In this role, you will lead our CRM department and develop our loyalty program, analyzing their impact on business performance, customer engagement and metrics. In this role, you will define and implement all customer communication strategies, both for business as usual engagement comms and one-off activities, across the entire customer lifecycle.
Who we are
Everli is Europes leading marketplace for online grocery shopping and one of its fastest growing scale-ups (part of the annual Financial Times ranking for four years in a row).
We are on a mission to deliver customers peace of mind with a trouble-free grocery experience they love and trust. We achieve our growth through a culture that is collaborative , transparent , data-driven and focused on our mission.
Our rapidly growing and diverse international team (20 nationalities and counting) has offices located in Italy (with headquarters in Milan Verona).
What you will do
- You will be owner of the current CRM channels (e-mail, push, iAM/in app messages) and their growth in terms of technology and value;
- You will act as a point of contact to other departments relating to customers communications and the CRM software;
- You will be in charge of the campaigns calendar management, list developments, and template design process;
- You will analyze our customer base and develop segmentation/client targeting strategies, finding the best spot between a customer-first philosophy and a commercially-oriented mindset;
- You will create new benefits and rewards for our clients with tailor made campaigns that will improve retention, order frequency and engagement, as well as increase the customer lifetime value and satisfaction;
- You will monitor, report and bring insights on how to improve KPIs and customers engagement;
- You will conduct A/B testing to optimize user experience, conversion rates and other relevant KPIs such as RFM, engagement, customer lifetime value and satisfaction.
What we offer
We offer a full-time permanent contract and a competitive salary .
- Welfare Budget . You can use this credit for a wide selection of services (education, public transport, vacations and entertainment, wellness, culture etc).
- Home Workstation Budget . You can purchase items you will use to build your own home workstation (such as an ergonomic chair, desk PC screen, desk footrest, desk lamp, mouse, mousepad, keyboard, professional headphones PC adapter).
- Mental Health Support . You can start a psychotherapy path with Unobravo, with Everli fully covering the first five sessions of therapy.
- Discount on your grocery with Everli.com . Anytime you use our service to get your grocery, you can apply a reserved discount on your basket.
What you bring
- You have a Master of Science in Economics, Marketing or similar
- You developed a deep experience (5+ years) in CRM, loyalty and/or retention marketing in B2C companies (experience in start-ups or scale-ups is a plus);
- You have experience in the set up and management of CRM platforms, ideally Braze;
- You have a proficient knowledge of Office 365 package;
- You speak English fluently;
- You can handle multiple projects, prioritize work assignments, meet deadlines and work in a fast-paced environment;
- You have a customer-first and a commercially-oriented mindset;
- You are a highly logical, analytical and innovative thinker, with excellent problem-solving skills and passion for data-informed decision making.
Everli is proud to be an equal opportunity employer. We foster an inclusive and diverse workplace. No matter who you are, what you look like or how many years ago you started your career: you will always be welcome in our team. Just like in a grocery store, diversity is richness!