Client Engagement

Founded in **** 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, CapriLocation:Florence or MilanAquazzura is looking for aClient Engagement & Retail Excellence Managerto drive the development and execution of aclient-centric, data-driven retail strategyacross all global markets.The role sits at the intersection ofclient 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 toWW Retail, CRM, Digital and IT teams, ensuring a seamless and consistent client journey across all retail touchpoints.Key Responsibilities:Client Engagement & ClientelingDefine, develop and implementglobal clienteling strategies and programsto support store teams in building long-term, meaningful relationships with clients.Provideclear guidelines, tools, KPIs and best practicesto ensure a consistent approach to client development across all regions.Monitor and analyzeclient engagement and clienteling performance, identifying opportunities for improvement, innovation and scalability.Promote aclient-first mindset and service culture, embedding client engagement into daily retail routines.CRM & Data-Driven Client StrategyWork 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 ofCRM tools (e.g. Salesforce or equivalent platforms)by store teams, ensuring high data quality, adoption and usability.Partner with IT and Digital teams toenhance CRM and clienteling tools, translating business needs into functional improvements.Leverage CRM data and insights topersonalize client outreach, campaigns and in-store experiences.Champion adata-driven approachto client engagement, measuring campaign effectiveness, retention and lifetime value.VIC (Very Important Client) StrategySupport the design, development and execution of aglobal VIC strategy.Collaborate with WW Retail and local teams to identify, engage and retain top clients throughpersonalized journeys and exclusive experiences.Ensureeffective tracking and reporting of VIC performance, retention and engagement metrics.Retail Excellence & TrainingDrive the implementation ofglobal retail excellence standards, ensuring consistent in-store service quality and operational excellence.Collaborate with Retail, Training and HR teams todesign and roll out training programsfocused on:Client service and clienteling excellenceCRM and digital tools adoptionProduct knowledge and storytellingConductregular field visits, coaching sessions and feedback loopsto ensure that training initiatives translate into measurable performance improvements.Act as a bridge between HQ strategy and store execution, ensuring alignment and continuous improvement.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.