B2C CRM Specialist

Milan

Join our Movement and Champion Restaurant Culture! 💚

At TheFork we believe that the best things in life happen around the table. As the leading restaurant booking platform in Europe, we connect the broadest community of loyal diners with the world’s favorite restaurants. Powered by innovation and a deep passion for the restaurant industry, we create unique dining experiences across 11 countries.

We’re part of the Tripadvisor Group and proud to be building a diverse, people-first culture where “respect”, “ownership”, “growth” and “better together” values thrive. If you’re passionate about food, technology, and making a real impact, your seat at the table is ready.

👉 Discover life at TheFork

What you will do: (Main duties to be listed here)

Support Strategic Optimization: Work closely with and directly support the CRM Senior Specialist in deploying a major automated translation and content review infrastructure for global trigger campaigns to eliminate manual bottlenecks and drastically accelerate time-to-market.
Campaign Optimization & Rollouts: Assist in the rollout of new platform channels and features (such as web push and opt-in database expansions), and help map automated workflows allowing local markets to quickly review and approve content without disrupting central deployment.
CRM Capabilities & Data Governance: Act as the technical custodian of the Braze platform data environment, assisting in the cleanup and validation of legacy data structures.
A/B Testing & Reporting: Assist the Senior Specialist in setting up, executing, and measuring multivariate and A/B tests on localized copy, triggers, and audience segments, transforming raw data into actionable dashboards for regional marketing teams.
Performance Tracking & Analytics: Monitor, analyze, and report on key CRM performance metrics (open rates, click-through rates, conversions, opt-out rates) to evaluate campaign health and keep a pulse on email and push deliverability.
Ticket & Bug Resolution: Manage and triage data-related ticketing queues (averaging 50+ active tickets), serving as the primary operational link between Marketing, Data, and Product teams to resolve technical friction.
QA & Validation: Own the end-to-end testing and quality assurance (QA) validation of data fixes and pipeline updates before they go live in production.

Who you are:

You Must Meet These Critical Qualifications:

Professional experience working within a B2C CRM ecosystem, with hands-on exposure to Braze or a highly comparable enterprise lifecycle marketing platform.
Proven ability to work effectively as an execution partner to senior specialists, taking direction on complex projects and driving both operational and analytical follow-through.
The "Translator" Mindset: Strong ability to act as an operational bridge between technical teams (Product, Data, Engineering) and commercial teams (Marketing, Local Market Ops).
Comfortable with numbers, with an analytical aptitude to analyze campaign data, spot trends, and build clear Excel sheets or basic dashboards to track impact.
Impeccable attention to detail, with a solid QA mindset and comfort executing rigorous manual testing to verify that personalization tokens and data payloads render perfectly.
Professional fluency in English, as the role is based out of our Milan, Italy office.

You Can Impress With These Additions:

Passionate about AI and curious to develop optimization to AI through it.
Effective communicator, comfortable with interacting with all levels.

What we offer you:

🙌 An awesome team

💼 A permanent contract (that can be useful in life)

⚖️ Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely)

💰 Competitive fixed salary and bonus

🍕 Lunch vouchers available for each working day (because yes, we like to try our best restaurants)

🌍 International teams and a multicultural environment spanning 10 offices across Europe

🌈 Highly inclusive working environment

‍♀️ Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc

📚 Continuous learning and development programs

🧠 Free access to the Calm app to help you build resilience wherever you are in your mental health journey

👶 Dedicated parental leave and caregiver leave policies (12 weeks fully paid)

🏥 Health insurance fully covered by the company

🛡️ Life & Disability Insurance at no cost to the employee

💳 Welfare allowance school costs, elderly care, babysitting costs, transportation, travel leisure

🏢 Amazing offices with dining, coffee points and leisure area

🎉 Team building events

All hiring happens through our careers site and official email. We do not text or ask for payment during the hiring process. Please report any suspicious messages immediately.

We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.

TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to AccessibleRecruitment@TheFork.com. Our HR team will review the request and respond accordingly.

#LI-MA1

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