CX Strategy Manager

Krein Srl is looking for a passionate Customer Experience (CX) Strategy Manager to join our dynamic and growing team in Milan. A CX Strategy Manager will be instrumental in providing consistently world-class support to improve the end-to-end journey for our B2B customers.

Working closely with Krein Management, this role will track contractual milestones and manage customer properties, in order to convey the best Customer Experience to maximize retention and brand advocacy. This role will require the ability to represent Krein effectively with customer representatives. Travel may be required to support operations in other Krein locations.

Key Responsibilities

• Develop and implement a process for tracking customer priorities
• Manage Execution plan coordinating the Krein team (Researchers, Designers, Copywriters, Strategists)
• Work with the Krein Marketing, Design, and Accounting teams to coordinate and support customer forums, boards, and reviews to ensure that deliverables are delivered on time and per the customer’s expectations
• Manage projects and execute to tight timelines while effectively communicating to and influencing stakeholders
• Map, identify, and generate opportunity areas to increase Brand penetration in specific B2B Industries
• Translate and formalize drafted ideas into an effective omnichannel Marketing activation plan
• Analyze and Design as-is vs to-be touchpoints of the journey
• Organize the best tool/people to design the best online-offline Customer Experience
• Design and coordinate generative Workshops with Krein’s clients

Main Capabilities

• TAM, SAM, SOM Analysis
• RACI Matrix
• Quali-Quantitative Research
• Product-Market Fit Analysis
• Value Stream Mapping & Analysis
• Services Blueprint Design and Monitoring
• Lean Manufacturing process: JiT – Kaizen – Kanban – Heijunka – Jidoka

Qualifications

• Bachelor’s degree in Innovation Management, Business Administration, Marketing, or a related field
• Seniority: 3 years experience in Marketing and Communication management in structured Companies or late-stage Startups
• Knowledge of the most used CRM Platform: Salesforce, HubSpot, Zendesk
• Deep understanding of the Digital Marketing Pipeline
• English language full proficiency
• Strong leadership skills, excellent communication skills, and the ability to manage multiple projects simultaneously.
• Proven ability to develop and implement customer experience strategies
• Experience with data analysis and customer feedback mechanisms
• Strong problem-solving skills

Tools

• Familiarity with Monday (preferred) – Jira – Trello – Asana
• Miro boards
• Figma (not to be used but monitored)

If you are a results-driven individual who is passionate about enhancing the Customer Experience, we encourage you to apply for this exciting opportunity.

Apply or send your updated Resume and Cover Letter to hr@krein.it