Global Customer Insights Manager

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 an international fashion group comprising the iconic brands Diesel, Jil Sander, Maison Margiela, Marni and Viktor&Rolf. It also controls the Staff International and Brave Kid companies and holds a stake in American brand Amiri. OTB – short for “Only The Brave” – believes in the possibility of pushing beyond the frontiers of fashion and style to support the creativity of international talents and express in full the innovative spirit and uncompromising courage of its founder and chairman, Renzo Rosso. With more than 7,000 employees worldwide, the Group is founded on a digital approach centred on the consumer, a concrete long‑term commitment to the creation of a sustainable, technologically driven business, and close attention to social issues through OTB Foundation.

The Global Customer Insights Manager owns CRM data governance, customer segmentation and analytics, turning customer data into a single, reliable source of truth and into actionable insights that drive acquisition, engagement and retention across all channels.

The role combines data governance, predictive analytics and campaign execution, ensuring the business has a unified customer view, reliable KPI reporting and the analytical models needed to target customers effectively, one-to-many and one-to-one. It also oversees the design and delivery of Customer Engagement Programs, including the Loyalty Program, in partnership with Retail, Marketing, IT and Legal teams.

Key Responsibilities:

• Own CRM data governance and data quality, ensuring compliance with privacy regulations (GDPR) and consent management, in partnership with Legal and IT.
• Manage customer database segmentation and maintain a single, unified customer view across all touchpoints.
• Define and deliver CRM KPI reporting and dashboards to drive acquisition, engagement and retention.
• Transform customer data into actionable insights that support commercial and strategic decisions.
• Develop predictive analytics and scoring models (e.g. churn, CLV) to anticipate customer behavior and inform targeting.
• Define campaign targets, execute campaigns, monitor performance and apply a test-and-learn (A/B testing) approach to continuously improve results.
• Build analytical and predictive models to support one-to-many and one-to-one targeting.
• Design, implement and manage Customer Engagement Programs, among which the Loyalty Program.
• Partner with Marketing, Ecommerce, Retail and IT to embed customer insights into business priorities and CRM contact strategy.
• Ensure data quality controls and audits are in place across CRM platforms and customer databases, escalating and resolving data integrity issues.
• Support the evaluation and evolution of CRM and customer analytics tools, working with IT and external vendors.

Requirements:

• 5+ years' experience in CRM, Customer Insights, Data Analytics or Customer Strategy roles, ideally within luxury or premium fashion retail.
• Proven experience in CRM data governance, database segmentation and customer data management, including privacy and consent frameworks (GDPR).
• Strong hands‑on experience building predictive/scoring models (e.g. churn, CLV) and translating them into actionable targeting strategies.
• Solid experience defining and executing CRM campaigns, with a test‑and‑learn (A/B testing) mindset to drive continuous improvement.
• Strong analytical and data visualization skills, with experience building KPI dashboards and reporting for business stakeholders.
• Experience designing or managing Customer Engagement Programs, including loyalty programs, is a plus.
• Knowledge of CRM platforms, customer data ecosystems and analytics tools in a global environment.
• Strong stakeholder management skills, with the ability to work cross‑functionally with Legal, IT, Marketing and Retail.
• Strategic thinker with a hands‑on, detail‑oriented execution mindset.
• Genuine passion for the client and service excellence, and knowledgeable about the Fashion & Luxury industry.
• Fluent in English, any other language is a plus

The final offer will be determined based on experience, skills, and level of responsibility. We are open to candidates with different levels of seniority.

What We Offer:

• A dynamic, and international work environment
• Continuous learning and professional development opportunities
• Exposure to multiple business functions and cross‑functional collaboration
• Flexible working hours and smart working options
• Work‑life balance initiatives
• Supplementary health insurance
• Supplementary pension plan
• Diversity and inclusion policies
• Corporate volunteering initiatives
• Exclusive discounts on OTB Group brands' products
• Ticket Restaurant

Diversity, Equity & Inclusion:

At OTB, we believe diversity is a strength: every perspective, background, and experience enriches our culture and fuels our creativity. We celebrate our differences and are proud to be an equal opportunity employer.

We welcome applications from all individuals regardless of gender, age, ethnicity, sexual orientation, disability, or any other personal characteristic.

Candidates who require reasonable accommodation at any stage of the selection process are encouraged to inform the HR team: we will take every necessary step to ensure equal opportunity to participate.