Senior CX Strategy & Transformation Consultant
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: Milano • 🇮🇹 Italy
Visit company websiteJob Level
Senior
About the role
- Design omnichannel services and journeys, integrating physical and digital touchpoints
- Define and implement CRM and CVM (Customer Value Management) strategies
- Apply Generative AI to optimize campaign processes, content creation, and customer engagement
- Support the definition of digital transformation roadmaps for marketing
- Collaborate with cross-functional teams (IT, Sales, Operations) to ensure strategic alignment
- Conduct benchmarking and market analysis to identify trends and opportunities
- Manage workshops with stakeholders for co-creation and solution validation
Requirements
- Proven experience (6–7 years) in consulting or strategic roles in marketing/service design
- In-depth knowledge of CRM and CVM, including leading platforms (Salesforce, Adobe, etc.)
- Ability to design business processes focused on marketing and customer experience
- Expertise in Generative AI applied to marketing (e.g., content personalization, automation)
- Solid understanding of omnichannel strategies and engagement models
- Familiarity with Design Thinking and Service Design methodologies
- Strong analytical, problem-solving, and communication skills
- Fluent English (spoken and written)
Benefits
- Experience the benefits of hybrid working, offering flexibility and ensuring work-life balance
- 5 weeks of vacation
- Employee referral bonus
- Company shares program
- Annual contribution to a fitness subscription
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CRMCVMGenerative AIbusiness process designomnichannel strategiescontent personalizationautomationDesign ThinkingService Design
Soft skills
analytical skillsproblem-solvingcommunication skills