Global Clienteling Tools

Ferrari has a most desirable track record, in Racing as well as in Sports Cars production, record business results and voted one of the World's most powerful brands. To enhance the experience across Ferrari's global ecosystem, the Lifestyle department has three pillars: Personal Luxury Goods, Collectibles and Experience. The role of Ferrari Lifestyle is to fuel long term growth by broadening our customers’base and expanding our value proposition beyond our core business, while preserving our brand’s DNA, its heritage and values.

In order to strengthen our Lifestyle CRM & Clienteling team, we are looking to hire a Global Clienteling Tools & Campaigns Expert, based in Milano (Italy).

The Global Clienteling Tools & Campaigns role is responsible for enabling and scaling Ferrari Lifestyle's clienteling strategy worldwide. The role translates business objectives into practical clienteling tools, operational guidelines, and structured campaign frameworks that empower boutiques to build stronger client relationships and deliver a consistently elevated client experience. In parallel, the role owns the functional roadmap of the Salesforce CRM platform, ensuring that technology capabilities evolve in line with business priorities. By partnering closely with Digital Solutions, IT, Legal, and Ferrari Sportscar teams, the role drives the design, prioritization, and implementation of CRM enhancements that strengthen client knowledge, portfolio management, outreach effectiveness, and overall client engagement.

Reporting to the Global Head of CRM & Clienteling, the role enables boutiques to better manage their client portfolios more effectively, execute targeted outreach and deliver consistent, personalized client experiences.

The main responsibilities of the role include:

SALESFORCE CRM Database and APP Development and Coordination (40% time)

• Translate business needs into clear functional requirements for Salesforce
• Partner with Digital Solutions team, external consultants and CRM Sportscars to manage the CRM improvement pipeline and resolve business issues.
• Support the development and rollout of new App Features: portfolio management, segmentation filters, client lists, tasks, event management, client timeline and related CRM functionalities.
• Coordinate testing, deployment, user guidance and adoption of new CRM functionalities across HQ, regions and boutiques.
• Define practical standards for CRM usage, task logging, client profile enrichment, contactability and data quality
• Monitor usage and collect boutique feedback to continuously improve tools, interfaces and processes.

In-store Clienteling Campaigns (35% time)

• Translate product launches, marketing initiatives and brand moments into a structured global clienteling and outreach calendar.
• Develop campaign briefs and executional guidelines defining objectives, target audiences, selection criteria, outreach approach, timing and expected actions.
• Through the use of PowerBI and Salesforce, define segmentated client lists, enabling boutiques to activate VICs, clients to upgrade or reactivate, and prospects to convert.
• Partner with Retail, Training and VIC Managers to cascade campaign guidelines, tools and best practices and to embed consistent clienteling routines across the boutique network.
• Track campaign execution, outreach, appointments and commercial results, using learnings to improve future activations.

Other Clienteling Tools (15%)

• Support the definition of a tiered annual gifting portfolio brief aligned with client segments, occasions and business objectives. Coordinate quantities, allocation criteria, deployment guidelines and store communication. Monitor execution and gather feedback on perceived value, client response and operational effectiveness.
• Coordinate quantities, allocation criteria, deployment guidelines and store communication the Printed Catalogues; Digital catalogues and EDM for the Cavallino Boutiques

Special Projects and continuous improvement (10%)

• Contribute to cross-functional CRM & Clienteling projects and special projects.

Required Profile

In order to succeed in this challenging role, you will have gained at least 5+ years of relevant experience in CRM, clienteling, retail marketing, campaign management or customer engagement, ideally within luxury retail.

For this role, we are looking for candidates with the following qualifications and experience:

• Hands-on experience with CRM platforms and clienteling tools; Salesforce experience strongly preferred.
• Proven ability to translate business needs into functional requirements, user processes and practical guidelines.
• Experience developing targeted client campaigns, segmentation logic, outreach plans and boutique ac