CRM & Customer Operations Specialist

at  Amplifon

Who we areAmplifon is the global leader in the hearing care retail industry. Since 1950 we’ve been changing the lives of millions of customers all around the world. And though we are a global company that’s constantly growing, we have a start-up approach and strive for innovation every day. We take pride in setting the standard for our industry and constantly challenge and improve the customer and employee experience.More than 20,000 professionals every day in a network of 9,500 points of sales, spread throughout 26 countries, give back the joy of hearing, feeling and living to thousands of people across the world.In Germany, Amplifon has the main office in Hamburg and operates with 600 shops and 2.000 dedicated professionals that empower people to discover all the emotions of sound. It has been recognized as a ‘Top Employer’ for Europe - particularly in Italy, France, Germany, Spain and Portugal - for the second consecutive year.What we are looking forAmplifon is looking for a talented CRM & Customer Operations Specialist (m/f/d) to join the CRM Team, based in Hamburg, and directly reporting to the CRM & Customer Operations Manager.You are going to work in a truly fast-paced environment in a business constantly evolving where you will be part of a new challenge with great empowerment and international growth opportunities.What will you be doing? The CRM & Customer Operations Specialist (m/f/d) will be accountable for:Plan local campaigns and define contact plan

• Use the contact and forecast plan to assure the right amount of resources are available for delivery of the plan.
• Provide analysis and prepare customer-specific data as well as the derivation of actionable insights to relevant stakeholders

Monitor performance and implement adjustments

• Monitor campaign performance and identify possible measures to be taken
• Ensure a data-driven approach on all measures by checking data conversion KPIs constantly against the forecast
• Analyze database KPI’s and do advanced analysis to deliver effective CRM insights and proposals for next actions
• Ensure proper target and control group allocation

Execute and analyse data to drive a data-driven mind-set

• Work with stakeholders throughout the organization to identify opportunities for leveraging company data to drive business solutions
• Be able to challenge the business and work to together to translate the real business need into an analytic problem that you can solve
• Develop new customer segmentation approaches and models to track and improve the customer lifetime value as part of the international CRM team
• Use advanced modeling to increase and optimize our forecasting as well as the campaign efficiency

• Use the contact and forecast plan to assure the right amount of resources are available for delivery of the plan.
• Provide analysis and prepare customer-specific data as well as the derivation of actionable insights to relevant stakeholder