OverviewIn this role you will design and lead Serapian's global CRM strategy across online and offline channels, driving omnichannel engagement and loyalty.
You will partner with cross-functional teams to align CRM with brand positioning and commercial goals, delivering personalized experiences at scale.
Expect to optimize retention, reactivation and ROI through data-driven campaigns and seamless customer journeys.
This is an opportunity to shape luxury customer experiences and contribute to Richemont's omnichannel vision.
Retribuzione / BenefitsSalary Range 50K – 60K
Annual Premio Plan
8 EUR Meal Voucher per working day
Welfare
ResponsabilitàDefine and implement CRM and omnichannel engagement strategy
Create an omnichannel data-integrated CRM model including retail, e-commerce and wholesale
Map customer journeys across all touchpoints
Drive retention, loyalty and customer lifetime value with targeted campaigns
Oversee CRM tools and data management to support client interaction
Monitor CRM KPIs and cross-channel trends to optimize campaigns
Lead integrated CRM campaigns ensuring consistent brand experience




Plan and manage email, SMS, push notifications and loyalty programs
Develop advanced customer segmentation from omnichannel data
Collaborate with retail teams to strengthen clienteling and CRM adoption
Ensure data quality and privacy compliance and coordinate with HQ and external suppliers
Roll-out technology implementations with partners
Requisiti fondamentali8-10+ years in CRM, digital marketing, media planning or related fields
CRM and omnichannel strategy execution in a luxury HQ setting
Strong knowledge of CRM platforms (Salesforce, HubSpot, Adobe Campaign) and marketing automation
Experience managing paid media campaigns across major digital platforms
Analytical mindset with data analysis and reporting proficiency
Strong project management and stakeholder management skills
Excellent communication and cross-functional collaboration abilities
strategic thinking
cross-functional collaboration
stakeholder management
Salesforce
HubSpot
Adobe Campaign

📌 Crm Manager (Milano)
🏢 Richemont
📍 Milano