Company description Publicis Groupe, the world's second largest communications group, is a solutions platform that is present in more than 100 countries and has more than 98,000 employees. With a unique work philosophy, The Power of One puts clients at the center by promoting the growth of their business through creative agencies (Publicis, Leo Burnett, Publicis Health, Wysiwyg, Nurun and Digitas), media (Zenith, Starcom, Spark and Performics), and areas of transversal knowledge. Publicis Groupe links Creativity, Technology and Data offering a value proposition that effectively connects brand and consumer. Overview Senior strategic and operational lead responsible for defining, driving, and overseeing all CRM initiatives across a multinational FMCG company in Europe, spanning multiple brands and markets. Acting as the central point of contact for all CRM-related projects and demands, this role ensures alignment between business objectives, data strategy, and customer experience. The CRM Senior Manager oversees the end-to-end CRM ecosystem, with the loyalty platform as the core hub, driving value across the full pet (consumer) lifecycle. This role ensures high-quality delivery, operational excellence, and consistency between strategy and execution, while acting as a trusted senior partner for key business stakeholders. Responsibilities CRM Strategy Leadership Define, steer, and continuously evolve the European CRM strategy across brands and markets (above-market, above-brand). Position the loyalty platform as the central CRM ecosystem, supporting the full consumer lifecycle from acquisition to loyalty. Ensure strong alignment between CRM, CX, data, and brand strategies to deliver a cohesive and effective ecosystem. Business Impact & Value Creation Ensure CRM initiatives drive measurable business impact across acquisition, engagement, retention, loyalty, and monetization. Translate business objectives into clear CRM priorities and programs. Embed a performance-driven mindset, balancing short-term results with long-term value creation. Transformation & Roadmap (CRM 2.0) Lead the evolution from CRM 1.5 to CRM 2.0, defining a clear future vision for CRM at a European level. Translate this vision into a structured, actionable roadmap across channels, data, technology, and markets. Drive innovation in personalization, automation, and lifecycle management. Governance & Delivery Oversight Act as the central point of contact for all CRM projects and incoming demands across Europe. Oversee end-to-end delivery, ensuring consistency between strategic intent and execution quality. Coordinate across strategy, CRM, data, tech, web, social, and content teams to ensure integrated delivery. Client Leadership & Stakeholder Management Act as the senior CRM partner for central business teams, building strong, trust-based relationships. Lead governance structures, decision-making processes, and regular strategic steering. Align multiple stakeholders across markets, brands, and functions, ensuring clarity and direction. Cross-Functional Integration Work closely with: CX teams to ensure CRM journeys are aligned with the end-to-end customer experience. Brand strategy teams to ensure consistency across CRM communications and lifecycle programs. Data strategy teams to ensure CRM is powered by robust data collection, segmentation, and activation. Ensure CRM acts as a central orchestrator of personalized experiences across touchpoints. Qualifications Strong senior experience in CRM strategy and lifecycle marketing within complex, multi-market, consumer-driven environments. Proven experience leading European CRM strategies across brands and markets, with an above-market, above-brand scope. Demonstrated ability to drive measurable business impact through CRM initiatives (acquisition, engagement, retention, loyalty, monetization). Experience managing end-to-end CRM ecosystems, including loyalty platforms, personalization, automation, and lifecycle programs. Solid background in CRM transformation initiatives, translating strategic vision into actionable roadmaps. Strong stakeholder management skills, acting as a trusted senior partner and central point of contact. Data-driven mindset with experience working closely with CX, brand, data, and technology teams. Fluent English required; additional languages are a plus. Additional information Why join us? Because we offer reasons such as: 🌟 Flexible Benefits (Coverflex): Enjoy more than just work with flexible compensation including meal vouchers, health insurance, transportation, and more. 🚀 Growth Opportunities: You can advance in your career not only through the experience of working with major clients but also by accessing local and global training programs specialized according to your role, covering both technical and soft skills. 📚 Free Online Training: You can access unlimited courses from LinkedIn Learning and Udemy Catalogs through our artificial intelligence platform "Marcel". 🥇 Partner Certifications: You'll have the opportunity to obtain certifications from industry giants such as Meta, Google, or Amazon. 🌍 Work from anywhere: Telecommute up to 6 weeks from over 100 countries with our #WorkYourWorld program. 🎉 Attractive holidays package including your birthday & Advertising Day off plus some additional days off. Rest is also important! 🧘🏻‍♂️ Well-being: We prioritize the well-being of our staff and organize various health initiatives such as daily meditation or yoga among others. Employee benefits are an integral part of the company’s annual compensation package. These benefits are subject to the company’s current policies and guidelines and may be modified, updated, or adjusted at the company’s discretion to reflect organizational needs, regulatory requirements, or business conditions. We are certified as a Great Place to Work, your happiness and providing you with an outstanding experience means a lot to us, let's enjoy! Here at Publicis Groupe, we are committed to building a culturally diverse workforce and therefore strongly encourage applications from underrepresented groups. We are committed to equality of opportunity and welcome applications from all individuals, regardless of their background: we do not discriminate on the basis of race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, marital status, or any individual´s status in any group or class protected by law. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with the recruiter who contacts you. All employees are committed to complying with obligations regarding Information Security and Technologies, obligations related to the use of Artificial Intelligence, obligations stemming from the Quality and Environmental Management System, as well as obligations derived from the Integrity Management System, Corruption Prevention, and the Anti-Bribery and Anti-Corruption Policy. Furthermore, all employees are required to complete mandatory training courses, declarations, and compliance commitments in these areas.