Global CRM Insights Leader for Luxury Retail

OTB; Milano; Ibrido; EUR 70.000 - 100.000; Tempo pieno

Vantaggi offerti da questo lavoro

Flexible working hours

Smart working

Supplementary health insurance

Supplementary pension plan

Diversity and inclusion policies

Exclusive discounts on OTB Group brand

Ticket Restaurant

Descrizione del lavoro

OTB is a global fashion group renowned for Diesel, Jil Sander, Maison Margiela, Marni and Viktor&Rolf. We seek a Global Customer Insights Manager to lead CRM governance, segmentation and analytics, turning data into actionable insights across channels.

The role drives predictive models (churn, CLV), defines CRM campaigns with A/B testing, and delivers KPI dashboards, partnering with Marketing, IT and Retail to embed insights into business priorities.

Competenze

• 5+ years' experience in CRM, Customer Insights, Data Analytics or Customer Strategy roles, ideally within luxury or premium fashion retail.
• Experience in CRM data governance, database segmentation and privacy and consent frameworks (GDPR).
• Hands-on experience building predictive scoring models (e.g. churn, CLV).
• Experience defining and executing CRM campaigns with a test-and-learn mindset (A/B testing).
• Strong analytical and data visualization skills with KPI dashboards for stakeholders.
• Experience designing or managing Customer Engagement Programs, including loyalty programs.
• Knowledge of CRM platforms and analytics tools in a global environment.
• Strong stakeholder management across Legal, IT, Marketing and Retail.

Mansioni

• Own CRM data governance and data quality, ensuring GDPR compliance and consent management.
• Manage customer database segmentation and a unified customer view across touchpoints.
• Define and deliver CRM KPI reporting and dashboards to drive acquisition, engagement and retention.
• Transform customer data into actionable insights for commercial and strategic decisions.
• Develop predictive analytics and scoring models (e.g. churn, CLV) to anticipate behavior.
• Define campaign targets, execute campaigns and apply test-and-learn approaches to improve results.
• Build analytical and predictive models for one-to-many and one-to-one targeting.
• Design, implement and manage Customer Engagement Programs, including Loyalty.
• Partner with Marketing, Ecommerce, Retail and IT to embed insights into CRM strategies.
• Ensure data quality controls and audits across CRM platforms and data sources.

Conoscenze

CRM data governance

Customer segmentation

Predictive analytics

A/B testing

KPI dashboards

Stakeholder management

English fluent

Strumenti

CRM platforms

Analytics tools

Descrizione del lavoro

OTB is a global fashion group renowned for Diesel, Jil Sander, Maison Margiela, Marni and Viktor&Rolf. We seek a Global Customer Insights Manager to lead CRM governance, segmentation and analytics, turning data into actionable insights across channels.

The role drives predictive models (churn, CLV), defines CRM campaigns with A/B testing, and delivers KPI dashboards, partnering with Marketing, IT and Retail to embed insights into business priorities.