Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity. YOUR MISSION: Reporting to the Image, Marketing & Communication Director, the candidate will develop and oversee Serapian global CRM strategy, both online and offline, aimed at building an omnichannel client journey, increasing engagement, loyalty and optimizing ROI and key CRM & clienteling metrics. HOW WILL YOU MAKE AN IMPACT?CRM Management * Define and implement the brand's CRM and omnichannel client engagement strategy, ensuring seamless integration across all touchpoints and alignment with overall marketing and business objectives* Create the CRM Strategy with an omnichannel data integration (retail, e-commerce and wholesale)* Map an omnichannel Customer Journey, across all touchpoints (online and offline)* Ensure CRM initiatives effectively support both brand positioning across digital platforms and drive commercial performance through an integrated omnichannel approach* Manage CRM tools (especially the new generation and digital ones),



leveraging their full capabilities for client interaction and data management* Monitor and analyse CRM KPIs and cross-channel business trends to provide insights to optimize clients retention, reactivation, engagement, conversion and to continuously improve campaign performance* Drive customer retention, client loyalty, and customer lifetime value through highly targeted digital and omnichannel CRM initiatives, delivering personalized experiences at every touchpoint* Oversee integrated CRM campaigns and client communication across all touch points, ensuring a consistent and cohesive brand experience* Define omnichannel CRM guidelines and best practices to support customer engagement and suggest new client acquisition strategies to optimize and expand the customer base and optimize sales growth across the retail network* Plan and manage email, SMS, push notification, and loyalty campaigns* Develop advanced customer segmentation strategies and targeted marketing initiatives, leveraging comprehensive data insights from all digital and physical client behaviours, engagement patterns, and spending across the omnichannel ecosystem* Partner with retail teams to strengthen clienteling practices and CRM adoption within stores* Ensure data quality and compliance with privacy regulations and group's guidelines. The candidate will work with Richemont HQ and external suppliers,

📌 Crm Manager (Milano)
🏢 Richemont
📍 Milano