Customer Engagement Manager

Are you passionate about turning data into meaningful customer experiences?

Do you thrive on building CRM strategies that deepen loyalty and boost retention?

Are you confident using technology to elevate how brands connect with their customers?

MacGregor Black is partnering with an exciting lifestyle brand to appoint a Customer Engagement Manager. This is a permanent role based in Milan.

You will lead the development and delivery of best-in-class CRM strategies that drive engagement, retention, and customer lifetime value. You will oversee the full lifecycle of CRM campaigns, using smart segmentation to create personalised journeys across email, SMS, and loyalty programmes.

You’ll work closely with Marketing, Digital, Creative, and Ecommerce teams to ensure all CRM activity is aligned with both brand positioning and commercial goals. This role is perfect for a creative yet data-driven CRM professional who enjoys working in a fast-paced, growing environment.

Key Responsibilities

• Develop and execute multi-channel CRM campaigns to increase engagement, retention & revenue
• Own customer segmentation, lifecycle journeys, and personalisation strategy
• Analyse CRM performance and turn insights into clear actions to improve future activity
• Manage email and SMS campaign builds, testing, scheduling, and reporting
• Enhance loyalty programme structure, communications, and overall customer experience
• Collaborate with Ecommerce & Digital Trading to align CRM activity with trading priorities
• Partner with Creative to ensure messaging reflects brand identity and tone of voice
• Safeguard CRM data quality and ensure full GDPR compliance
• Stay up to date on CRM technology, best practices, and competitor activity

What We’re Looking For

• Degree in Marketing, Business, or a related field
• Experience in CRM, email marketing, or customer lifecycle roles within retail, fashion, or consumer brands
• Hands‑on experience with CRM, ESP or CDP platforms (e.g. Klaviyo, Salesforce, Emarsys)
• Strong analytical skills with the ability to turn data into meaningful insight
• Excellent communication and stakeholder management skills
• Customer‑centric mindset with a strong commercial focus
• Highly organised, proactive, and detail‑oriented

What We Offer

• Competitive salary + benefits
• Fast‑growing brand with international ambitions
• Creative & collaborative team environment
• Opportunities for learning & progression

Please reach out to Gabby Zachrisson for more information.