Sr. Manager, CRM & Client Development - Diesel NAM

OTB; New York, Northern (NY, KY); Hybrid; USD 115,000 - 120,000; Full time

Job summary

OTB Group North America is seeking a CRM and Client Development Manager to lead localization and execution of Diesel's Global CRM strategy across North America. You will elevate in-store and omnichannel client experiences, drive loyalty, and collaborate with regional and global teams to deliver measurable commercial outcomes.

You will spend substantial time coaching store teams, developing clienteling ambassadors, and managing regional campaigns, while ensuring alignment with global priorities

Qualifications

• 5+ years in CRM, Client Development, Clienteling, or Retail Leadership within premium/luxury retail.
• Proven success designing clienteling strategies across multiple locations with measurable improvements.
• Experience building relationships with high-value clients in a luxury environment.
• Strong coaching, leadership, and stakeholder management skills with cross-functional collaboration.

Responsibilities

• Lead localization and implementation of Diesel's Global CRM Strategy across North America.
• Coach Store Managers and Client Advisors; lead by example via direct client engagement.
• Develop regional CRM 1-1 campaigns including launches and loyalty communications.
• Own CRM and clienteling KPI analysis and executive reporting.
• Partner with Marketing, E-commerce, and Global teams to optimize omnichannel communications.

Skills

CRM experience

Clienteling

Retail leadership

Luxury retail

Team coaching

Data analytics

Stakeholder management

Travel willingness

Omnichannel

Tools

CRM platforms

MS Office

Job description

Description: Diesel has long been a leading pioneer in denim and casual fashion, known for moving outside and ahead of trends in its industry. While retaining always its DNA, in recent years Diesel has evolved into the world of premium casual wear, becoming a true alternative to the established luxury market. Diesel is a truly worldwide organization. It is present in more than 80 countries with 5,000 points of sale, including more than 400 company owned stores.

As the CRM and Client Development Manager, you will lead the localization and implementation of Diesel's Global CRM Strategy across North America, elevating the in-store and omnichannel client experience to maximize engagement, acquisition, retention, and customer lifetime value. You will champion a client-centric culture across Retail stores, driving loyalty and sales through strategic clienteling practices, and will act as the key point of coordination between Regional teams (Marketing, Retail, E-commerce) and Diesel's Global CRM and Client Experience team, enabling store teams to build meaningful, long-lasting relationships with clients.

Location: NYC office

Reports To: Managing Director, Diesel North America

Key Responsibilities

Clienteling Strategy and Culture

• Lead the implementation and localization of Diesel's Global CRM & Client Development Strategy across North America, ensuring alignment with global priorities while adapting to regional business needs.
• Champion a client-first culture across the retail network, embedding best-in-class clienteling behaviors that elevate both in-store and omnichannel customer experiences.
• Partner closely with Global CRM and Client Experience teams to identify and drive strategic opportunities, leverage customer insights, and continuously evolve CRM and clienteling initiatives.
• Act as the regional expert for client development, influencing business decisions through customer insights, market trends, and retail best practices.
• Foster collaboration across Retail, Marketing, E-commerce, Events, Merchandising, and Global teams to deliver consistent and elevated client experience.

Retail Enablement

• Maintain a strong in-store presence, spending 80% of time coaching, mentoring, and supporting Store Managers and Client Advisors while leading by example through direct client engagement.
• Train and inspire retail teams in clienteling with best practices, including outreach, appointment selling, relationship management, and long‑term client retention.
• Identify and develop in-store Clienteling Ambassadors who champion best practices and drive adoption across the retail network.
• Partner with Retail Director and Regional Managers to identify business opportunities, develop action plans, and maximize client acquisition, retention, and CRM KPIs.

Retail Campaign Management

• Localize and execute Diesel's global CRM contact strategy across North America to maximize client engagement, conversion, and retention.
• Develop and manage a regional CRM 1-1 campaign calendar that includes product launches, marketing initiatives, promotional campaigns, loyalty communications, in‑store activation support and lifecycle‑triggered journeys in addition to Global communication priorities.
• Partner with Marketing and E‑commerce teams to optimize omnichannel communications and ensure 1-1 campaign performance aligns with overall commercial objectives.
• Partner and support with E‑commerce teams to define and optimize client audience segmentation for email campaigns, leveraging CRM insights to drive engagement, conversion, and commercial performance.
• Continuously evaluate campaign effectiveness and recommend improvements based on customer insights and performance data.

Performance Management

• Own the analysis of CRM, clienteling, loyalty, and KPIs, including client acquisition, retention, repeat purchase, average spend, appointment conversion, outreach effectiveness, and customer lifetime value.
• Translate business insights into actionable strategies that improve store performance and drive measurable commercial results.
• Partner with Retail leadership to establish client development goals, coach teams toward KPI achievement, and drive accountability across the retail network.
• Develop executive reporting, performance dashboards, and success stories that communicate business performance and strategic opportunities.
• Champion the adoption and effective utilization of in‑store CRM tools and digital platforms that enhance client portfolio management and sales performance.

Client Engagement

• Lead North America's Client Engagement Strategy by developing meaningful client experiences that strengthen loyalty, increase retention, attract new high‑value clients, and drive sales.
• Partner with Retail, Marketing, and Events teams to design and execute localized client activations, exclusive experiences, appointments, and in‑store events aligned with commercial objectives.
• Ensure every activation includes measurable client development goals, post‑event follow‑up, and ongoing engagement strategies that maximize conversion and long‑term relationships.
• Oversee the evolution and execution of the Diesel Clienteling Program in North America, through gifting strategies, delivering exclusive benefits, experiences, and engagement initiatives that increase participation , segmentation growth and retention.
• Partner with the Global Clienteling and CRM team to deliver exceptional client experiences while providing ongoing regional insights that influence future CRM strategy, service standards, and brand initiatives.

Key Qualifications

• 5+ years of experience in CRM, Client Development, Clienteling, or Retail Leadership within premium or luxury retail environments.
• Proven success designing and implementing clienteling strategies across multiple retail locations, delivering measurable improvements in client engagement and commercial performance.
• Extensive experience building relationships with high‑value clients and leading by example in a client‑facing luxury environment.
• Strong coaching and leadership skills with a demonstrated ability to influence, motivate, and develop retail teams to achieve clienteling and business objectives.
• Deep understanding of client behavior, lifecycle marketing, omnichannel CRM, and luxury retail operations.
• Highly analytical with the ability to interpret CRM and retail performance metrics, identify opportunities, and translate insights into strategic action plans.
• Strong commercial acumen with experience driving client acquisition, retention, loyalty, and customer lifetime value.
• Experience planning and executing client events, activations, and loyalty initiatives that deliver measurable business impact.
• Excellent communication, presentation, negotiation, and stakeholder management skills with experience working across global and cross‑functional teams.
• Comfortable working in a fast‑paced, multicultural organization while managing multiple priorities and competing deadlines.
• Proficiency with CRM platforms, clienteling tools, and Microsoft Office Suite.
• Required travel throughout North America with approximately 80% of time spent in stores supporting retail teams and clients.
• Required to work evenings, weekends, and attend all client events and activations as business needs require.
• Serve as a visible brand ambassador at company events—including evenings and weekends as business needs require—hosting clients, overseeing client and team member interactions, and supporting event logistics.
• Applicants must be legally authorized to work in the United States at the time of application and be able to provide proof of employment eligibility upon request. Employment is contingent upon the successful verification of this authorization in compliance with federal immigration laws.

Salary Range: $115k-$120k

Equal Employment Opportunity:

OTB Group North America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, pregnancy, marital or veteran status, or any other characteristic protected by applicable federal, state, or local law. We are committed to fostering an inclusive and diverse workplace and provide reasonable accommodations to qualified individuals with disabilities throughout the application and employment process.

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