Group CRM & Customer Engagement Senior Professional

Within the Group Customer Experience & Value Proposition function, we are looking for a talented and proactive resource to join the team.

Key responsibilities of the role will include:

• Develop and evolve the Group CRM, customer contact, and engagement strategy.

• Define and oversee customer view, consents & preferences management.

• Define customer contact principles and governance across the customer lifecycle.

• Shape the roadmap for CRM and marketing technology capabilities.

• Establish best practices for customer journeys, segmentation, personalization, triggers and omnichannel engagement.

• Partner with Group IT, Data, and Enterprise Architecture to design scalable and future-ready solutions.

• Evaluate emerging technologies and AI capabilities to identify opportunities for innovation and business value.

• Support markets with frameworks, guidance, and capability development to drive consistent adoption.

• Monitor capability performance and recommend continuous improvements.

• Ensure CRM and marketing technology capabilities align with business strategy, customer experience objectives, and enterprise architecture.

• Represent Customer and Marketing in cross-functional technology initiatives and influence technical decisions through strong domain expertise.

• Define enterprise standards, policies, and operating models for CRM, campaign management, and customer engagement.

• Foster collaboration across Marketing, Technology, Data, Digital, and local business units to deliver shared outcomes.

• Ensure solutions comply with data privacy, consent, regulatory, and responsible AI requirements.

• Promote a culture of continuous improvement, knowledge sharing, and adoption of best practices across the organization.

• Operational CRM & Customer Engagement Expertise – Deep understanding of CRM strategy, customer lifecycle management, contact strategy, and omnichannel engagement

• CRM Technology & Architecture– Strong knowledge of CRM platforms, customer service and automation solutions, omnichannel architecture, API integrations, customer 360 & customer data platforms (CDP) capabilities, and customer journey orchestration

• Technical Credibility – Confident engaging with architects, engineers, and IT leaders on solution design, data integration, APIs, and enterprise marketing technology

• Strategic Thinking – Ability to translate business objectives into scalable CRM and engagement capabilities that deliver measurable customer and commercial outcomes

• Stakeholder Influence – Proven ability to build partnerships and influence across marketing, technology, data, and business teams within a global matrix organisation

• Innovation Mindset – Naturally curious with a passion for exploring emerging technologies and translating them into practical, value-creating marketing capabilities

• Analytics & AI Proficiency – Solid knowledge of data architecture, customer data management and AI-enabled marketing, including generative AI, predictive analytics personalization, next-best-action, and journey optimisation, with an understanding of responsible AI principles

• Continuous Learning – Keeps abreast of evolving trends in AI, customer marketing, data, and marketing technology, proactively identifying opportunities to enhance customer engagement and operational effectiveness

• Analytical & Data-Driven – Uses customer insights, experimentation, and performance metrics to inform decisions and drive continuous improvement

• Leadership & Collaboration – Leads through influence, fosters collaboration across diverse teams, and champions innovation, governance, and best practice

• Experience in the Insurance or Financial Services industry is a plus

• Experience in an International environment and multinational company is a strong plus

• Knowledge and experience with Salesforce Stack are a plus, as well as with Dynamics 365, SAP CRM, Oracle, Pega and equivalents

• Minimum 3-5 years of experience in CRM and customer lifecycle strategy is required

What we offer

We offer employment at the manager level with the relevant salary, in accordance with the CCNL ANIA for non-executive employees and the Generali Group Company Agreement.

Gross annual salary ranging between 56K€ and 70K€. The final offer will be aligned with the candidate’s professional experience, technical and soft skills relevant to the role, and may include an individual variable component.

We also offer

• Smart working and flexible hours

• Corporate welfare system

• Meal vouchers

• Supplementary health insurance and discounted insurance policies

• Well-being initiatives

• Training and development

• Structured continuous learning paths (technical and managerial)

• Career development programs within the Group

• Access to learning platforms and internal mobility opportunities, including international

Why Choose Generali

Joining Generali means becoming part of an international Group with a strong heritage and a forward-looking vision, where people are at the center of our sustainable growth strategy. We foster a responsible, inclusive, and innovation-driven work environment, where everyone can contribute to creating value for customers, society, and the communities in which we operate. We believe that diversity, equity and inclusion are essential to building a stronger culture and driving sustainable growth. At Generali, you will find opportunities to grow through continuous learning, career development paths, and internal mobility across the Group. We recognize talent and merit, and support flexibility as a key enabler of well-being and a sustainable work-life balance. Working with us means sharing strong values and taking on meaningful challenges together to build a safer and more sustainable future every day. As an Equal Opportunity Employer, Generali evaluates all applications based exclusively on objective and gender-neutral criteria, including skills, experience and potential, ensuring fairness and transparency throughout the selection process.

Essere Partner di Vita è la nostra ambizione: ogni giorno vogliamo essere al fianco dei nostri clienti prendendoci cura delle loro vite e dei loro sogni. Questo per noi è Più di un Lavoro.

Siamo parte di un importante Gruppo internazionale con oltre 82 mila persone in tutto il mondo e più di 68 milioni di clienti. Siamo tra i principali player globali del settore assicurativo: l’innovazione e la sostenibilità sono nel nostro DNA. Generali Italia è l’assicuratore più conosciuto in Italia con oltre Є28 miliardi di premi totali, 15 mila dipendenti e una rete capillare di 40 mila distributori, oltre ai canali online e di bancassurance. A Generali Italia fanno capo Alleanza Assicurazioni, Das, Genertel e Genertellife, Generali Welion, Generali Jeniot e Leone Alato, oltre alle attività della Business Unit Cattolica.

Il Gruppo Generali offre delle interessanti opportunità di arricchimento professionale in un contesto lavorativo caratterizzato da:

Cultura aziendale solida e aperta, modi di lavorare innovativi, formazione e affiancamento a supporto di un inserimento efficace Ambiente di lavoro inclusivo in cui ognuno si sente accolto, libero di esprimere al meglio la propria identità, le proprie idee e le proprie capacità: perché siamo Più che diverse, Persone Uniche Qualità dei processi e iniziative per le nostre persone, che ci distinguono come Top Employer.