Head of CRM & Customer Strategy

CALZATURIFICIO STEPHEN S.R.L.; Lombardia; Hybride; EUR 80 000 - 85 000; Plein temps

Avantages offerts par ce poste

Supplementary health insurance

Supplementary pension plan

Flexible working hours

Smart working options

Work-life balance initiatives

Exclusive brand discounts

Corporate restaurant

Résumé du poste

CALZATURIFICIO STEPHEN S.R.L. is seeking a Head of CRM & Customer Strategy to define and lead the global customer strategy across Luxury fashion retail.

You will drive acquisition, engagement, retention and loyalty across channels, translating insights into actions to ensure a consistent customer journey. Reporting to the Global Retail Excellence Director, this role oversees Customer Insights, Digital CRM Campaigns, Customer Engagement and Client Service, working with Global and Regional teams

Qualifications

• 10+ years in Customer Strategy or CRM in luxury fashion retail.
• 5+ years leading CRM, clienteling, loyalty and analytics.
• Experience designing omnichannel customer journeys across contact channels.
• Strong analytical mindset using customer insights to drive decisions.
• Deep knowledge of CRM platforms and data ecosystems in a global environment.
• Outstanding people management in an international, multicultural context.
• Strong stakeholder management and cross-functional influence.
• Strategic thinker with a hands-on execution mindset.
• Genuine passion for client service in Fashion & Luxury industries.
• Fluent in English.

Responsabilités

• Define and execute the global Customer Strategy, setting priorities, objectives and KPIs across all customer touchpoints.
• Lead Customer Insights function, transforming data into actionable insights while ensuring privacy compliance.
• Define the global CRM contact strategy, overseeing digital campaigns, journeys, segmentation and personalization.
• Lead the global Customer Engagement strategy, including clienteling initiatives, loyalty programs and events calendar.
• Drive adoption of customer engagement tools, processes and best practices across the global retail network.
• Define global Client Service standards for seamless pre- and post-sales experiences across channels and markets.
• Lead the roadmap of customer technologies and CRM capabilities.
• Partner with Retail, Marketing, Ecommerce, Merchandising and IT to embed customer strategy into business priorities.
• Coordinate Regional Customer teams, providing governance and support for global execution.
• Lead the CRM vendor ecosystem, scouting partners and managing suppliers and initiatives.
• Manage the global Customer Strategy budget and monitor performance through KPIs.

Connaissances

Customer strategy

CRM

Clienteling

Loyalty programs

Stakeholder management

English fluency

Description du poste

HEAD OF CRM & CUSTOMER STRATEGY

Reporting to the Global Retail Excellence Director, the Head of CRM & Customer Strategy defines and leads Diesel's global customer strategy, driving customer acquisition, engagement, retention and loyalty across all channels.

The role is responsible for translating customer insights into business actions and ensuring consistent customer experience throughout the entire customer journey. It provides strategic leadership across four key functions: Customer Insights, Digital CRM Campaigns, Customer Engagement and Client Service, partnering with Global and Regional teams to ensure effective execution across all markets.

Key Responsibilities

• Define and execute the global Customer Strategy, setting priorities, objectives and KPIs across all customer touchpoints.


• Lead the Customer Insights function, transforming customer data into actionable insights to support commercial and strategic decisions. Ensure effective CRM data governance and compliance with privacy regulations, in partnership with Legal and IT.


• Define the global CRM contact strategy, overseeing digital campaigns, customer journeys, segmentation and personalization to drive acquisition, engagement and retention.


• Lead the global Customer Engagement strategy, including clienteling initiatives, loyalty programs and the global retail events calendar, in partnership with Regional Retail and Marketing Teams.


• Drive the adoption of customer engagement tools, processes and best practices across the global retail network.


• Define global Client Service standards, ensuring a seamless pre- and post-sales experience across all channels and markets.


• Lead the roadmap of customer technologies and CRM capabilities, identifying opportunities to improve customer experience and business performance.


• Partner with Retail, Marketing, Ecommerce, Merchandising and IT to embed customer strategy into business priorities.


• Coordinate Regional Customer teams, providing governance, direction and support to ensure consistent execution globally.


• Lead the CRM vendor ecosystem by scouting new partners and technologies, managing existing suppliers and ensuring successful delivery of CRM initiatives, innovation and business value.


• Manage the global Customer Strategy budget and monitor performance through defined KPIs.

Requirements

• 10+ years' experience in Customer Strategy, CRM or Customer Engagement roles within luxury or premium fashion retail.


• 5+ years of proven experience leading customer strategy across CRM, clienteling, loyalty and customer analytics.


• Demonstrated experience designing omnichannel customer journeys and CRM activation programs across contact channels (e.g. newsletter, outreach campaigns, outbound client service…)


• Strong analytical mindset with experience leveraging customer insights to drive business decisions.


• Solid understanding of retail operations and customer engagement in physical stores.


• Deep knowledge of CRM platforms, customer technologies and data ecosystems in a global environment (including China and Japan ecosystems).


• Outstanding People Management, and proven track record managing dotted lines reports in a international, multicultural context;


• Strong stakeholder management skills with the ability to influence cross-functional teams.


• Strategic thinker with a hands‑on execution mindset.


• Genuine passion for the client and service excellence, and knowledgeable about in Fashion & Luxury industry


• Fluent in English

Location

Milano/Breganze

Compensation & Level

• CCNL Textile Industry, Level Quadro


• Salary range (gross annual): €80.000 - €85.000


• Variable incentive plan: 10% of gross annual salary

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


• Corporate welfare services, including company restaurant, gym, beauty centre, nursery and osteopathy studio

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.

#DSL