Digital CRM Manager

We are looking for a Customer Engagement Manager with 6–7 years of experience, 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.

Main Activities

• 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

Main Skills

• 6–7 years of 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.

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Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in a world that is increasingly digital. We operate through our expert SPEED capabilities: Strategy and Consulting, Product, Experience, Engineering and Data, which combined with our culture of curiosity and deep industry knowledge, enables us to deliver meaningful impact to our clients’ businesses through reimagining the products and experiences their customers truly value. Our agile, data-driven approach equips our clients’ businesses for change, making digital the core of how they think and what they do. Publicis Sapient is the digital business transformation hub of Publicis Groupe with 20,000 people and over 50 offices worldwide. For more information, visit www.publicissapient.com.