The Company

KIKO MILANO was founded in 1997 in Milan and since then has revolutionized how cosmetics are sold globally. We thrive to offer an incredible variety of products, textures & colours, a multi-sensorial experience in innovative technology yet always at an affordable price.

Your role at KIKO MILANO

We are looking for a CRM Automation & Retention Specialist to join KIKO MILANO's CRM Team, reporting to the Digital Campaign Coordinator.

The successful candidate will support the design, execution and optimization of CRM automation and retention initiatives, driving customer engagement, loyalty and lifetime value through personalized, data-driven communications.

In particular, you will:

- Contribute to the design, implementation, launch, and optimization of automated CRM customer journeys across the entire customer lifecycle.
- Develop and execute trigger-based communications, including Welcome Series, Post-Purchase, Replenishment, Wishlist, Winback, Reactivation, and Loyalty campaigns.
- Configure journey logic, audience segmentation, triggers, entry/exit criteria, frequency capping, and campaign rules.
- Collaborate with cross-functional teams to ensure seamless campaign execution, testing, quality assurance, and deployment.
- Support customer retention initiatives aimed at increasing purchase frequency, repeat purchase rate, and Customer Lifetime Value (CLV).
- Partner with the Loyalty team to deliver personalized communications and identify opportunities to reduce churn through behavioral segmentation and predictive targeting.
- Monitor and analyze the performance of automated journeys and retention campaigns,



identifying optimization opportunities through CRM KPIs.
- Plan, execute, and evaluate A/B and multivariate tests on content, subject lines, offers, timing, segmentation, and journey logic.
- Translate campaign performance and customer insights into actionable recommendations to continuously improve CRM effectiveness.
- Prepare regular reports and dashboards, presenting performance results, insights, and optimization opportunities to key stakeholders.

What you will need to succeed

- Good knowledge of lifecycle marketing and customer retention.
- Experience with marketing automation platforms
- Expertise in segmentation, personalization, and automated customer journeys
- Analytical mindset with experience measuring CRM performance and optimizing campaigns through A/B testing.
- Strong project management and cross-functional collaboration skills.
- Bachelor's degree in Marketing, Business, or a related field
- 2+ years of experience in CRM, retention, or marketing automation
- Proven experience managing lifecycle campaigns in retail, beauty, fashion, or e-commerce
- Fluency in English

We would love if you had

- Excellent communication and collaboration skills.
- Strong analytical mindset and attention to detail.
- Problem-solving attitude with a proactive approach.
- Ability to manage multiple priorities in a fast-paced environment.
- Team player with a continuous improvement mindset.

Salary Range: €30,000–€40,000 gross annual salary, depending on experience, skills, and overall fit for the role.

KIKO is committed to ensuring Equal Opportunities and welcomes applications from candidates belonging to the Protected Categories pursuant to Law 68⁄99.

📌 Crm automation & retention specialist (Lecce)
🏢 KIKO MILANO
📍 Lecce