CRM & Client Data Product Owner

Job description:

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Church's and Car Shoe brands, and has employees of over 100 nationalities.

JOB PURPOSE

The CRM & Client Data Product Owner has the mission to drive the evolution of the company's CRM ecosystem and customer data strategy, ensuring a fully customer-centric and data-driven approach across all digital and retail touchpoints.

The role combines product ownership responsibilities with data governance expertise, overseeing the CRM roadmap, customer data quality, and the delivery of new digital capabilities that enhance customer engagement and business value.

RESPONSIBILITIES

Product Ownership & CRM Evolution

• Define, manage, and prioritize the CRM Product Roadmap, acting as a bridge between business stakeholders and technology in order to balance business goals and technical feasibility to ensure seamless collaboration across departments and, above all, drive a concrete business impact
• Collaborate with cross-functional teams (IT, CRM & Clienteling, Client Service, Retail, E-Commerce, Operations, Analytics) to translate business needs into CRM use cases, features, and user stories
• Lead Agile ceremonies and promote a shared product vision among Digital Product team, Digital Design Team, IT, and especially business stakeholders, in order to oversee the full lifecycle of the product — from concept to deployment and adoption
• Report and monitor KPIs (conversion, upselling, adoption, data quality) to evaluate CRM product evolution, performance and business impact
• Drive a user-centric and pilot-driven approach: working closely with the other Digital Product Owners to ensure consistent omnichannel product experience for the customer that can be scalable in the long run
• Contribute to the whole Digital Product Roadmap and evolution through knowledge sharing and exchanging of best practices in order to guarantee consistent omnichannel customer experience by connecting all digital ecosystems
• Support change management and user adoption through communication, training, and continuous improvement
• Coordinate rollout activities at global and regional levels, ensuring successful implementation and performance tracking

Client Data Strategy & Governance

• Define and implement the client data governance framework, ensuring accuracy, consistency, and compliance across all channels
• Oversee data collection, validation, and enrichment processes to maintain a single, unified customer view
• Ensure proper integration and alignment between CRM, clienteling, marketing automation, and analytics platforms
• Partner with IT and Digital teams to optimize data architecture and flows supporting CRM evolution

Customer Segmentation & Insights

• Support the design and management of customer segmentation models to enable personalized communication and engagement strategies
• Support advanced profiling initiatives (e.g., loyalty behaviors, satisfaction analysis, voice of the Customer)
• Leverage analytics and insights to drive business decisions across Marketing, Retail, and Client Experience

KNOWLEDGE AND SKILLS

Master's degree in Business, Engineering, Mathematics, or Computer Science

4-5+ years of experience as Product Owner / Product Manager or CRM Specialist within digital, retail, or luxury environments

Strong knowledge of CRM and Clienteling processes, customer data architecture, and integration patterns

Experience with enterprise CRM, CDP and Marketing platforms (Microsoft Dynamics, Salesforce, or similar)

Proficiency in Agile/Scrum methodologies and tools (Jira, Confluence)

Analytical and problem-solving mindset with strong strategic thinking

Excellent communication and stakeholder management skills

Fluency in Italian and English (other languages are a plus)

Ability to maintain positive and healthy relationships cross-departments

Flexible, adaptable to change, and able to multitask in a fast-paced diverse environment

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.

Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.