CRM - Customer Intelligence Manager at Luxottica Group SpA

CRM - Customer Intelligence Manager

Date: May 3, 2021
Milan (MI), Milano, IT


  • Primary responsibilities include transforming data into actionable business intelligence through the use of query and reporting tools.
  • Perform hands on analysis of customer data, using tools such as Microstrategy and Siebel to access enterprise data warehouse and deliver customer insights used in marketing, planning and reporting
  • Liaise and work with the company areas to ensure that consumer reporting, views and mentoring is consistent with company area’s needs.
  • Ensure systematic, periodical data reporting
  • Ensure consumer analysis/reports on demand on the basis of company areas requests
  • Collaborate with the business to the definition of consumer priorities KPIs across channels and assure their monitoring
  • Collaborate with Demand Manager, IT, Customer Engagement and Campaign Managers to assure that data capture, enrichment, monitoring are consistent guidelines and are consistent with consumer knowledge objectives in order to provide actionable insights
  • Contribute to the evolution of company analytics capabilities (tools)
  • Contribute to the selection of third parties contact databases


  • Support the CRM team with analysis of the customer database, identifying key customer insights, and analysis of marketing campaigns
  • Work closely with Campaign Management team members to extract insights from data and to work collaboratively with internal and external teams to leverage the insights into actionable strategies for the business
  • Develop strategic customer insights, reporting and analysis to support the Merchandising, Retail, and Executive teams
  • Work with the IT teams to manage CRM customer database, including hygiene, auditing for accuracy & integration of new data elements supporting new marketing initiatives
  • Work with cross functional teams to support business objectives
  • Work on setting global KPIs and key reports for executive teams
  • Develop insights and strategies to measure, analyze and drive customer acquisition, retention and reactivation
  • Analyze performance and impact of multichannel marketing initiatives on both online and offline customer behavior
  • Perform customer segmentation and redemption analytics to support cross channel retail marketing activities
  • Lead the development of holistic dashboards by pulling data from different data sources, identifying KPIs to help manage the business as well as for executive reporting (weekly/monthly/quarterly)
  • Translate findings into clear insights and then communicate verbally and through compelling written documents is a must
  • Ability to professionally present and articulate the business value of complicated analysis to a diverse group of users
  • Ability to think strategically and creatively on how to leverage customer insights to develop unique strategies in line with the industry and the business objectives. Ensure processes, tools and documentation are in place to support efficient and consistent customer analysis across the team
  • Develop modeling capabilities and analyses around customer segmentation, lifetime value, and lifecycle campaign management, response and optimization
  • Design and develop a set of reports to meet business needs to better know consumer omni-channel behavior and improve targeting, monitor and measure the impact of consumer initiatives

Job Segment: Merchandising, Manager, Marketing Manager, Retail, Management, Marketing

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