Head of CRM 100%

A++ Group is an international multidisciplinary organization founded in 2000 with offices all over the world, from Europe to Asia, passing through America and the Middle East.

The Group is made up of over thirty companies dealing with architecture, interior design, construction, branded real estate, real estate investments, product design, IT, hospitality management.

**Posizione**:
The Head of CRM plays a pivotal role in shaping customer relationship management strategies, enhancing customer engagement, and driving overall business growth by leading the team of CRM professionals, and collaborating closely with sales, marketing, and customer service departments to create seamless customer experiences.

The Head of CRM will be responsible for developing and implementing innovative CRM initiatives that align with the company's vision and objectives leveraging the incumbent’s expertise in luxury property sales, strategic mindset, and passion for customer satisfaction.

He/She will be responsible for:
**CRM Strategy Development and Execution**
- Develop a comprehensive CRM strategy that aligns with the business goals, brand positioning, and long-term vision.
- Define and implement effective CRM processes, policies, and procedures to optimize customer relationship management.
- Design and oversee the implementation of customer segmentation strategies to deliver personalized experiences.
- Collaborate with cross-functional teams to ensure CRM initiatives are integrated into sales, marketing, and service processes.

**Team Leadership and Development**
- Lead and mentor a team of CRM professionals, providing guidance, training and performance management.
- Foster a culture of customer-centricity, continuous improvement, and innovation within the CRM department.
- Support the professional development of team members, identifying growth opportunities and providing resources for their success.

**Collaboration with Department**
- Collaborate closely with sales, marketing, and customer service teams to align CRM strategies with business objectives.
- Ensure effective communication and coordination between departments to enhance the customer journey.
- Drive cross-functional initiatives to improve customer satisfaction, retention, and loyalty.

**Customer Data Management and Analysis**
- Develop strategies to capture, analyse, and leverage customer data for targeted marketing campaigns, upselling, and cross-selling opportunities.
- Utilize CRM tools and systems to track customer interactions, preferences, and behaviours.
- Conduct regular data analysis to derive insights, identify trends, and optimize CRM strategies.

**Customer Experience Enhancement**
- Identify touchpoints throughout the customer journey to enhance the overall customer

experience.
- Collaborate with marketing and customer service teams to ensure consistent brand

messaging and customer satisfaction.
- Implement feedback mechanisms to capture customer insights and drive improvements.

**CRM Performance Monitoring and Reporting**
- Define key performance indicators (KPIs) for CRM activities and regularly monitor performance against targets.
- Generate reports and provide analysis on CRM performance, presenting findings to senior management.
- Make data-driven recommendations for continuous improvement and strategic decision-making.

**Requisiti**:
**Education and Experience Requirements**:

- Bachelors degree in Business Administration, Marketing, or a related field (advanced degree preferred).
- 10 to 12 years of experience in CRM or customer relationship management, preferably within the luxury property sales industry.
- Proven track record of developing and implementing successful CRM strategies, driving customer engagement, and achieving business objectives.
- Deep understanding of luxury property market dynamics, customer behaviour, and industry trends.
- Proficiency in CRM software and tools, along with a solid understanding of customer data management and segmentation.
- Excellent English (minimum C1)

**Qualifications**:

- Strong leadership abilities with experience in managing and inspiring teams.
- Excellent analytical and problem-solving skills, with the ability to derive insights from data.
- Outstanding communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior executives.
- Results-oriented mindset with a focus on exceeding customer expectations and achieving business goals.
- Passion for the luxury industry, attention to detail, and a strong customer service orientation.