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CRM and Customer Operations Manager - Job Opportunity at Amplifon

Manchester, United Kingdom
Full-time
Senior
Posted: May 20, 2025
Hybrid
GBP 65,000 - 85,000 per year based on location, seniority, and industry standards

Benefits

Hybrid work policy (9 days remote per month)
Global career development opportunities
International exposure across 26 countries
Leadership development programs

Key Responsibilities

Strategic leadership of CRM and customer relationship initiatives with direct P&L impact
Management of database quality and customer segmentation strategies
Cross-functional leadership coordinating with local/regional/global teams
Budget management and ROI optimization of marketing campaigns
Development and execution of multichannel customer engagement strategies
Team leadership and development of 2 direct reports

Requirements

Education

Bachelor's degree in marketing, business, or related field. Master's degree / MBA is a plus

Experience

Minimum 8 years direct experience in equivalent or comparable roles

Required Skills

CRM systems expertise (Salesforce, Adobe, SAP, Oracle) Strong analytical and data interpretation capabilities Database management and segmentation Proficiency in Office suite PowerBI, DataIQ and SQL knowledge (plus) Call center operations experience Excellent communication skills Customer understanding and orientation Performance and goal-orientation Adaptability to dynamic retail environment Cross-functional collaboration Stakeholder management
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Sauge AI Market Intelligence

Industry Trends

Healthcare retail is experiencing rapid digital transformation, particularly in customer engagement and personalization Integration of omnichannel experiences is becoming critical in healthcare retail, especially for specialized sectors like hearing care Growing emphasis on data-driven customer journey optimization and predictive analytics in healthcare retail Increasing focus on customer lifetime value and retention strategies in medical device retail

Role Significance

Direct management of 2 team members with broader influence across multiple departments
Senior management position with strategic impact on customer experience and revenue generation

Key Projects

Customer segmentation and targeting strategy development CRM system optimization and integration Cross-channel customer journey enhancement Revenue optimization through data-driven marketing Customer retention program development

Success Factors

Strong balance of technical CRM expertise and strategic business acumen Ability to translate data insights into actionable business strategies Experience in healthcare or retail sectors with complex customer journeys Strong stakeholder management across multiple organizational levels

Market Demand

High demand role due to increasing focus on customer experience in healthcare retail and digital transformation initiatives

Important Skills

Critical Skills

Advanced CRM system expertise for complex healthcare retail environment Strategic thinking and business acumen for revenue impact Stakeholder management across multiple organizational levels Data analysis and interpretation for customer insight generation

Beneficial Skills

Healthcare sector experience Change management capabilities Project management expertise Marketing automation knowledge

Unique Aspects

Combination of healthcare retail expertise with advanced CRM capabilities
Global scale with local market focus
Strong emphasis on data-driven decision making in healthcare context

Career Growth

2-4 years in role before progression, depending on business impact and organizational growth

Potential Next Roles

Head of Customer Experience Marketing Director Digital Transformation Director Customer Success Director

Company Overview

Amplifon

Global leader in hearing care solutions with presence in 26 countries and over 9,500 retail locations

Market leader in hearing care retail with strong focus on customer experience and technological innovation
Significant UK presence with headquarters in Manchester, part of broader European operations
Progressive, performance-oriented culture with emphasis on professional development and cross-functional collaboration
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