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

📌 CRM Manager (Milano)
🏢 Richemont
📍 Milano