WW CLIENT DEVELOPMENT DIRECTOR

LVMH; Roma; Sur place; EUR 180 000 - 240 000; Plein temps

Résumé du poste

Fendi is seeking a WW Client Development Director to define and lead the global CRM strategy, accelerating client acquisition, engagement, retention and loyalty across markets. You will translate the Maison vision into a clear, measurable plan and align Client Development, CRM, Clienteling and Private Clients worldwide.

You will own global segmentation and one-to-many campaigns, oversee the CRM calendar, partner with Retail, Omnichannel, Digital and Marketing, and drive VIC development

Qualifications

• 10+ years in CRM, Client Development, Retail, or related field, preferably luxury.

Responsabilités

• Define and lead the worldwide CRM strategy and roadmap, ensuring alignment with Fendi’s business, retail, marketing and omnichannel priorities.
• Own the strategy for one-to-many client communications, defining the framework for targeted and personalized CRM campaigns across key client segments, markets and moments of the client lifecycle.
• Define global segmentation and targeting strategies, leveraging behavioral, transactional and qualitative client data to increase relevance and effectiveness of client communications.
• Oversee the CRM campaign framework and calendar, balancing global priorities with local market needs and client relevance.
• Drive the evolution of client engagement through CRM campaigns, events, community development, personalization and innovative client experiences.
• Ensure a consistent and elevated Fendi client experience across physical and digital touchpoints.
• Define and lead the Client Development strategy in alignment with Maison’s business strategy.
• Establish clear priorities, frameworks and KPIs across client acquisition, engagement, retention, loyalty and VIC development.
• Leverage client data, CRM analytics and market insights to identify growth opportunities and translate them into actionable business strategies.
• Monitor and challenge Client Development performance across, ensuring measurable business impact and ROI.
• Define and lead the strategy for recruitment, development and retention of high-end clients and VICs.
• Build a strong VIC culture across the retail network and ensure alignment between Private Clients Relations, Client Development and Retail.
• Oversee key VIC initiatives and experiences, leveraging Fendi’s Roman heritage, culture and identity to create a distinctive client experience.
• Lead, develop and empower the Client Development team, with direct responsibility for the CRM team and a Private Clients Relations Managers
• Drive Client Development capabilities and best-practice sharing across the retail network.
• Build strong partnerships with Retail, Omnichannel, Digital, Marketing, and Client Services teams to ensure a holistic and seamless client strategy.

Description du poste

The WW Client Development Director is responsible for defining and leading the WW Client Development strategy, with the ambition to accelerate client acquisition, engagement, retention and loyalty, while maximizing the long-term value of the client base.

The role translates the Maison vision into a clear strategy, ensuring strong alignment across Client Development, CRM, Clienteling and Private Clients.

Job responsibilities

• Define and lead the worldwide CRM strategy and roadmap, ensuring alignment with FENDI’s business, retail, marketing and omnichannel priorities.
• Own the strategy for one-to-many client communications, defining the framework for targeted and personalized CRM campaigns across key client segments, markets and moments of the client lifecycle.
• Define global segmentation and targeting strategies, leveraging behavioral, transactional and qualitative client data to increase the relevance and effectiveness of client communications.
• Oversee the CRM campaign framework and calendar, ensuring the right balance between global priorities, local market needs and client relevance.
• Drive the evolution of client engagement through CRM campaigns, events, community development, personalization and innovative client experiences.
• Ensure a consistent and elevated FENDI client experience across physical and digital touchpoints.

Client Development Strategy & Business Growth

• Define and lead the Client Development strategy in alignment with Maison’s business strategy.
• Establish clear priorities, frameworks and KPIs across client acquisition, engagement, retention, loyalty and VIC development.
• Leverage client data, CRM analytics and market insights to identify growth opportunities and translate them into actionable business strategies.
• Monitor and challenge Client Development performance across, ensuring measurable business impact and ROI.

Private Client & VIC Development

• Define and lead the strategy for the recruitment, development and retention of high-end clients and VICs.
• Build a strong VIC culture across the retail network and ensure alignment between Private Clients Relations, Client Development and Retail.
• Oversee key VIC initiatives and experiences, leveraging FENDI’s Roman heritage, culture and identity to create a distinctive client experience.

Leadership & Retail Partnership

• Lead, develop and empower the Client Development team, with direct responsibility for the CRM team and a Private Clients Relations Managers
• Drive Client Development capabilities and best-practice sharing across the retail network.
• Build strong partnerships with Retail, Omnichannel, Digital, Marketing, and Client Services teams to ensure a holistic and seamless client strategy.

Profile

• 10+ years’ experience in CRM, Client Development, Retail, or a related function, ideally within luxury.
• Strong and proven CRM expertise, including CRM strategy, segmentation, lifecycle management, client communications and campaign management. Strong commercial and strategic mindset, with the ability to translate data and insights into business growth.
• Strong experience in Client Development, clienteling and/or VIC development, with the ability to operate across different levels of the client pyramid.
• Proven leadership and stakeholder management skills in a complex international environment.
• Excellent analytical, communication and influencing skills.
• Entrepreneurial, proactive and results-oriented mindset.
• International experience and ability to work across geographies and culture.
• Passion for luxury, fashion, culture and evolving client behaviors.
• Fluent in English; additional languages are a plus.
• Willingness to travel regularly across all the Regions.

Additional information

LVMH is committed to non-discrimination and respect of each person’s singularities. We recognize and recruit all types of talent

The FendiMaison was established by Adele and Edoardo Fendi in Rome in 1925. The opening of the first Fendiboutique – a handbag shop and fur workshop followed. Soon winning international acclaim, Fendi emerged as a brand renowned for its elegance, craftsmanship, innovation and style.
Called by the legendary five Fendi sisters, the collaboration with the late Karl Lagerfeld began back in 1965 and lasted 54 years. In 1992, Silvia Venturini Fendi seconded him in the Artistic Direction; in 1994, she is given the direction of Accessories and later of Menswear.
In 2000, the LVMH group acquires Fendi becoming in 2001 its majority shareholder. Appointed in 2020, Kim Jones held the role of Artistic Director of Couture and Womenswear until 2024. Since 2020, Delfina Delettrez Fendi, fourth generation of the Fendi family, is Artistic Director of Jewellery. Today Fendi is synonymous with quality, tradition, experimentation and creativity.