CRM Campaign Specialist GrandVision

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality. Committed to vision, we enable people to “see more and be more” thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods. Every day we impact the lives of millions by changing the way people see the world.

JOB SCOPE AND MAIN RESPONSIBILITIES:

The overall responsibility of the Campaign Specialist is to globally lead CRM programs that drive growth in new customer acquisition, customer retention and sales per customer, leading to improved customer lifetime value, within the designated market/region.  By implementing omni-channel projects, using results to drive new initiatives and providing insightful recommendations, this position plays a pivotal role in continually improving the company’s sales and marketing results.

AREAS OF RESPONSIBILITIES AND RELATED ACTIVITIES:

- Identify and develop Omni-channel marketing strategies leveraging, direct mail, e-mail, mobile, tablet and social media to communicate brand values, new product collections, and brand partnerships

- Lead direct marketing efforts, including circulation planning and implementation, to drive traffic and improve sales

- Manage customer and prospect contact strategies via email, mobile, mail and social media, and additional marketing channels to ensure continuity and improved results

- Drive company use of the rapidly evolving e-commerce techniques to improve customer integration and prospect identification

- Collaborate with wholesale and leased partners to develop cohesive marketing strategies to ensure consistent messaging across all channels

- Develop insights and strategies to measure, analyze and drive customer acquisition, retention and reactivation

- Analyze performance and impact of Omni-channel marketing initiatives on both online and offline customer behavior

- Use marketing and sales analysis to improve results from company mailings, marketing programs, and sales initiatives

- Identify milestones in customer lifecycle and implement triggered sales & marketing events to improve the results at these milestones

- Ability to think strategically and creatively on how to leverage customer insights to develop unique multi-channel strategies in line with the luxury industry and company business objectives

- Ability to professionally present and articulate the business value of complicated analysis to a diverse group of users

- Coordinate with other departments regionally and globally to understand customer touch points and recommend improvements

- Devote special attention to understanding emerging marketing and sales technologies (such as social networking) and institute ways to integrate these methods into sales and profits as well as customer lifecycle improvements

- Customer Feedback/Survey Development       

- Execute, promote and develop a set of WW survey, promote local ones, across channel to listen to the voice of customers in specific steps of the lifecycle and/or in occasion of experiences (i.e. when purchasing, experiencing a service, claims…)

- Assess current survey practices/project and define steps for improvement/dismissal to suggest to WW

- Scout and manage vendors for developing new capabilities

NETWORK OF INTERACTION:

• INTERNAL : Consumer Insight, CRM Demand Management, Customer Engagement, Regional CRM Managers 
• EXTERNAL : Marketing, Brand, Ecommerce, Retail, Market strategy, Creative

CANDIDATE PROFILE:

• Educational Background: Bachelor's degree required. (Masters preferred)
• 5 -7 years in direct, digital or integrated marketing (CRM experience preferred)
• Retail, ecommerce or digital agency experience preferred.
• Proven analytical skills. Statistical and modeling competencies a plus.
• Knowledge of catalog and/or direct marketing environment
• Experience with email and mobile campaign management.
• Advanced knowledge of MS Excel, Powerpoint, along with general understanding of other analytical tools
• Expertise with Business Intelligence tools, such as Microstrategy, Business Objects, Cognos
• Expertise with CRM systems, Oracle, Siebel, Acxiom etc.
• Experience working with web analytics tools: Google Analytics, Coremetrics, Omniture, etc.

LANGUAGES:
Italian (mandatory)

English (C1 level mandatory)

Other languages

We welcome applications from all individuals regardless of their ages, backgrounds, gender, sexual orientation, political affiliations, personal beliefs, or religions. This includes those registered in targeted employment programs under Italian Law 68/1999, in accordance with Article 15 of Stat. Lav and Legislative Decrees 215/03 and 216/03.