CRM Manager

7 mesi fa

Roma, Italia Fendi A tempo pieno

**Position**:
The position is based in our HQ in Rome and part of the Digital, Omnichannel and Go To Market Global team. The CRM Manager will manage the clienteling activities across regions and will work as a key player on the definition of WW Client Engagement strategy. The role will directly manage a team in HQ and will coordinate CRM managers of the regional offices worldwide.

**Main Responsibilities**:

- Coordinate the WW CRM strategy & execution, aiming to define a 360° client journey to increase recruitment and retention, reactive the inactive, increase AOV and push on specific categories (i.e. strategy for MTO, for high tickets, for preorders, omnichannel client journeys, ).
- Provide support and guidance to regional teams regarding CRM strategies that maximize data capture and drive loyalty, revenue, and customer engagement across markets, ensuring a common strategy is implemented while adapted to local specificities.
- Coordinate the development of dedicated client journeys supported by Marketing Automation and Artificial Intelligence, in partnership with Data and IT teams.
- Partner with multiple stakeholders (Digital & Omnichannel, IT teams, Regional CRM teams, Go To Market and Retail teams), to define the CRM roadmap, with particular focus on the store clienteling tools development and enhancements.
- Define and guide the implementation with the related department of all digital and offline clienteling tools (catalogues, gift menu,).
- Work with the Regional teams to establish CRM KPIs for each store, supporting markets by defining precise CRM guidelines and sharing best practices.
- Coordinate from a business perspective all client activations (in-store moments, collection previews and presentations, ), partnering with multiple stakeholders (Communication, VM, Go To Market, ).

**Profile**:
The position requires an individual who works well in changing environment, fast and dynamic.
- 5+ years of experience in CRM and clienteling
- Understanding of market localization and how cultural perspectives influence CRM strategies
- Analytical and project management skills & data driven mindset
- Ability to partner with Data and IT teams
- Ability to consistently perform under pressure in a fast-paced environment
- Extremely organized and high attention to luxury and details
- Fluency in English
- Experience in retail/direct to customer business is mandatory. In alternative, experience in business where client data are collected for profiling and marketing purposes

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