The posting
Company description About Publicis Sapient Most companies in the AI era do one of two things: they advise, or they sell you a tool. We do both. Publicis Sapient is a technology company that provides enterprise AI platforms and services, which means we build our own AI platforms and bring the strategists, product thinkers, designers and engineers who make them work inside the world's most complex businesses. It's where people and products shape the future of enterprise, and where your ideas actually reach the organizations that run the world. If you want to question how things are done, learn continuously and do the best work of your career alongside 20,000 people across 28 countries, you're in the right place. Come build with us. Our Commitment to Inclusive Hiring We are committed to fostering and encouraging an inclusive and welcoming environment for everyone and we believe great talent comes from many different backgrounds, experiences, and perspectives. That's why we're committed to creating a hiring process where everyone has an equal opportunity to succeed and feel safe. We welcome applications from all backgrounds and identities including: race, ethnicity, nationality, gender, disability, sexual orientation, gender identity, or religion and value the diverse experiences, perspectives, and strengths they bring to our teams. If there's anything we can do to make our recruitment process more accessible or comfortable for you, please let us know. We're happy to provide reasonable adjustments throughout the application and interview process. You can contact us anytime at [email protected]. Your Safety Matters To Us At Publicis Sapient, we're committed to protecting candidates throughout every step of their journey with us. To help you stay safe from recruitment scams, please remember that our recruiters will only ever contact you from a Publicis Sapient email address. In some cases, we may partner with trusted, vetted recruitment agencies who will clearly identify themselves as working on behalf of Publicis Sapient. If you receive communication from any other domain claiming to represent us, please treat it with caution and contact us at [email protected] Overview Why This Role Matters We are looking for a Customer Engagement Manager, 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. Where You’ll Make an Impact 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. What You’ll Bring to the Team Significant 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. Additional information What You'll Get in Return Be at the forefront of digital transformation. "Plugged" into a truly global organization with a start-up mindset. Career growth and training opportunities. A collaborative, agile and diverse regional team. Comprehensive health benefits for you and your family. Generous paid leave and holidays. Wellness program and employee assistance.
