ph3Responsibilities /h3 ul liDefine and execute the global Customer Strategy, setting priorities, objectives and KPIs across all customer touchpoints. /li liLead the Customer Insights function, transforming customer data into actionable insights to support commercial and strategic decisions. Ensure effective CRM data governance and compliance with privacy regulations, in partnership with Legal and IT. /li liDefine the global CRM contact strategy, overseeing digital campaigns, customer journeys, segmentation and personalization to drive acquisition, engagement and retention. /li liLead the global Customer Engagement strategy, including clienteling initiatives, loyalty programs and the global retail events calendar, in partnership with Regional Retail and Marketing Teams. /li liDrive the adoption of customer engagement tools, processes and best practices across the global retail network. /li liDefine global Client Service standards, ensuring a seamless pre‑ and post‑sales experience across all channels and markets. /li liLead the roadmap of customer technologies and CRM capabilities, identifying opportunities to improve customer experience and business performance. /li liPartner with Retail, Marketing, Ecommerce, Merchandising and IT to embed customer strategy into business priorities. /li liCoordinate Regional Customer teams, providing governance, direction and support to ensure consistent execution globally. /li liLead the CRM vendor ecosystem by scouting new partners and technologies, managing existing suppliers and ensuring successful delivery of CRM initiatives, innovation and business value.



/li liManage the global Customer Strategy budget and monitor performance through defined KPIs. /li /ul h3Requirements /h3 ul li10+ years' experience in Customer Strategy, CRM or Customer Engagement roles within luxury or premium fashion retail. /li li5+ years of proven experience leading customer strategy across CRM, clienteling, loyalty and customer analytics. /li liDemonstrated experience designing omnichannel customer journeys and CRM activation programs across contact channels (e.g. newsletter, outreach campaigns, outbound client service…) /li liStrong analytical mindset with experience leveraging customer insights to drive business decisions. /li liSolid understanding of retail operations and customer engagement in physical stores. /li liDeep knowledge of CRM platforms, customer technologies and data ecosystems in a global environment (including China and Japan ecosystems). /li liOutstanding People Management, and proven track record managing dotted lines reports in a international, multicultural context; /li liStrong stakeholder management skills with the ability to influence cross‑functional teams. /li liStrategic thinker with a hands‑on execution mindset. /li liGenuine passion for the client and service excellence, and knowledgeable about in Fashion Luxury industry /li liFluent in English. /li /ul h3Core Competencies /h3 pDemonstrates expertise in defining and executing global Customer Strategy, with a strong focus on CRM, customer engagement, and analytics. Proven ability to lead cross-functional teams and manage customer technologies to enhance client experiences in the luxury fashion retail sector. /p /p #J-18808-Ljbffr

📌 Head of CRM – Customer Strategy (Breganze)
🏢 Jobtailor
📍 Breganze