AI-Driven CRM & Clienteling Product Lead

LVMH; Milano; On-site; EUR 50,000 - 61,000; Full time

Benefits offered by this job

Bonus scheme

Company benefits

Job summary

Loro Piana in Milano seeks a CRM and clienteling digital product owner to drive the roadmap, evolve tools, and deliver measurable business impact.

You will partner with CRM, IT, Retail Ops and regional teams to translate needs into requirements, oversee AI-powered clienteling features, and ensure adoption.

Requirements: 5–8 years in product ownership or similar CRM roles; retail CRM experience; agile delivery; fluent English; Salesforce knowledge a plus.

Qualifications

• 5–8 years in Product Ownership or similar roles in CRM digital products.
• Experience in retail, CRM or client-facing tools is a strong plus.
• Interest in AI and digital innovation applied to client engagement.
• Experience working in agile environments.
• Strong collaboration, communication and problem-solving skills.
• Knowledge of Salesforce is a plus.
• Fluent English, both spoken and written.

Responsibilities

• Own the digital product roadmap based on the clienteling business vision, priorities and requirements defined with the Clienteling & Client Development Manager and the continuous enhancement of CRM and Clienteling tools, including the Clienteling App.
• Translate business needs into functional requirements and coordinate implementation with IT and external partners.
• Lead the development of recommendation engines and AI-powered clienteling capabilities.
• Monitor tool adoption, user engagement, and business impact, identifying opportunities for continuous improvement.
• Define and deliver tool-specific training, release communication and digital change management initiatives, in partnership with the Clienteling & Client Development Manager, who owns clienteling methodologies and business capability-building,to support successful adoption across markets.
• Oversee the CRM helpdesk activities, ensuring an effective and seamless user experience.
• Own and continuously enhance the Store and Client Advisor Competence Algorithm.
• Partner with CRM and Retail regional teams to promote best practices and maximize clienteling effectiveness.

Skills

Product ownership

Agile

CRM experience

AI in retail

Collaboration

Communication

English proficiency

Tools

Salesforce

Job description

Loro Piana in Milano seeks a CRM and clienteling digital product owner to drive the roadmap, evolve tools, and deliver measurable business impact.

You will partner with CRM, IT, Retail Ops and regional teams to translate needs into requirements, oversee AI-powered clienteling features, and ensure adoption.

Requirements: 5–8 years in product ownership or similar CRM roles; retail CRM experience; agile delivery; fluent English; Salesforce knowledge a plus.