Digital CRM Manager - Senior Associate - Automotive

Why This Role Matters

We are looking for a Customer Engagement Manager, capable of combining strategic vision and operational execution across CRM, customer engagement, and omnichannel activation. The role requires a strong business-oriented mindset, team leadership capabilities, and the ability to act as a trusted client counterpart on a wide spectrum of customer engagement initiatives.

This role is onsite in our Milan office with a hybrid work model (2 days remote, 3 days onsite).

Experience in complex and international environments is highly valued, with automotive industry exposure considered a strong plus.

Where You’ll Make an Impact

* Lead and coordinate Customer Engagement and Omnichannel programs across strategy, operations, and execution * Manage day-to-day client relationship, acting as a key reference point for business priorities and strategic discussions  * Guide and mentor delivery teams, ensuring quality, scalability, and operational efficiency * Act as first escalation point for delivery, process, or stakeholder-related topics * Translate business objectives into actionable customer engagement initiatives * Drive the evolution of customer journeys, lifecycle strategies, and omnichannel orchestration * Collaborate with data, media, and technology teams to ensure integrated customer experiences * Support clients in identifying new business opportunities, optimization areas, and roadmap evolutions * Monitor performance and business impact of CRM and Omnichannel initiatives through KPIs and actionable insights * Contribute to governance frameworks, operating models, and continuous improvement initiatives

* Significant experience in customer engagement, omnichannel activation, digital marketing, or CRM-related programs * Strong understanding of customer engagement strategies, customer journey management, lifecycle orchestration, and omnichannel operating models * Ability to translate business priorities into actionable initiatives, roadmaps and delivery plans * Proven experience in managing teams, coordinating delivery streams, and ensuring quality, scalability, and operational efficiency * Strong client-facing skills, with the ability to act as a trusted counterpart for senior business stakeholders * Experience in managing complex stakeholder environments across central teams, local markets, brands, and specialist functions * Ability to coordinate cross-functional teams across business, data insights, media, technology, creative and operations * Strong problem-solving, prioritization and decision-making capabilities in fast-paced and complex environments * Good understanding of data-driven activation, performance measurement, KPI monitoring, and continuous optimization * (Desirable) Familiarity with CRM, marketing automation, analytics and campaign management platforms * (Desirable) Experience in automotive or other large-scale international industries * Fluent English and Italian required; international project experience is a plus.