Client Engagement

Founded in 2011 by a Colombian designer Edgardo Osorio, AQUAZZURA is a luxury footwear brand based in Florence. Striking the perfect balance between modern designs and impeccable craftsmanship, AQUAZZURA's elegant, timeless styles for women of all ages are crafted with attention to detail and a focus on wearability. In the past nine years, AQUAZZURA has become available in over 58 countries within the top retailers of the world with boutiques in Florence, London, New York, Miami, Doha, Dubai, Milan, São Paulo, Capri

Posizione:

Location:
Florence or Milan

Aquazzura is looking for a
Client Engagement & Retail Excellence Manager
to drive the development and execution of a
client-centric, data-driven retail strategy
across all global markets.

The role sits at the intersection of
client experience, CRM, retail excellence and training
, with the objective of elevating client engagement, loyalty and in-store execution through best-in-class tools, processes and service culture. The role will also contribute to the evolution of CRM and clienteling tools, acting as a business partner to ensure technology effectively supports client engagement and in-store execution.

This position will be a key partner to
WW Retail, CRM, Digital and IT teams
, ensuring a seamless and consistent client journey across all retail touchpoints.

Key Responsibilities:
Client Engagement & Clienteling

• Define, develop and implement global clienteling strategies and programs to support store teams in building long-term, meaningful relationships with clients.
• Provide clear guidelines, tools, KPIs and best practices to ensure a consistent approach to client development across all regions.
• Monitor and analyze client engagement and clienteling performance, identifying opportunities for improvement, innovation and scalability.
• Promote a client-first mindset and service culture, embedding client engagement into daily retail routines.

CRM & Data-Driven Client Strategy

• Work closely with CRM teams to optimize client segmentation, outreach strategies and campaign effectiveness, ensuring effective use of CRM tools (e.g. Salesforce or similar platforms).
• Drive the effective use of CRM tools (e.g. Salesforce or equivalent platforms) by store teams, ensuring high data quality, adoption and usability.
• Partner with IT and Digital teams to enhance CRM and clienteling tools, translating business needs into functional improvements.
• Leverage CRM data and insights to personalize client outreach, campaigns and in-store experiences.
• Champion a data-driven approach to client engagement, measuring campaign effectiveness, retention and lifetime value.

VIC (Very Important Client) Strategy

• Support the design, development and execution of a global VIC strategy.
• Collaborate with WW Retail and local teams to identify, engage and retain top clients through personalized journeys and exclusive experiences.
• Ensure effective tracking and reporting of VIC performance, retention and engagement metrics.

Retail Excellence & Training

• Drive the implementation of global retail excellence standards, ensuring consistent in-store service quality and operational excellence.

• Collaborate with Retail, Training and HR teams to design and roll out training programs focused on:

• Client service and clienteling excellence

• CRM and digital tools adoption

• Product knowledge and storytelling

• Conduct regular field visits, coaching sessions and feedback loops to ensure that training initiatives translate into measurable performance improvements.

• Act as a bridge between HQ strategy and store execution, ensuring alignment and continuous improvement.

Requisiti:

• 5–8 years of experience in client engagement, clienteling, training, CRM, or retail excellence roles in the luxury retail sector.
• Strong understanding of retail operations and client development techniques.
• Strong knowledge of CRM platforms (Salesforce or similar) and client data activation in a retail environment.
• Strategic mindset combined with hands-on operational attitude.
• Proven track record of managing CRM or clienteling tools and training initiatives.
• Excellent communication, stakeholder management, and presentation skills.
• Analytical mindset with the ability to interpret client data and translate insights into actions.
• Fluent in Italian and English (written and spoken); additional languages are a plus.
• Availability to travel.