K-Way - Head of CRM
Requirements
• 8+ years of experience in CRM and customer experience.
• Proven experience defining and executing CRM strategies within omnichannel retail
organizations.
• Experience working in both large, structured organizations and smaller, fast-paced
environments, combining strategic vision with a pragmatic, hands-on approach.
• Demonstrated ability to lead complex cross-functional transformation programs
involving Technology, Retail, Marketing and Digital teams.
• Strong understanding of customer data, CRM technologies and customer lifecycle
management.
• Experience with modern CRM and ecommerce ecosystems is desirable.
• Experience in fashion, sportswear or premium consumer brands is strongly preferred.
• International experience working across multiple markets and multicultural teams is a
plus.
Beyond experience, we're looking for someone who can balance strategy with execution.
The ideal candidate:
• Is a builder, comfortable creating new capabilities and processes from the ground up.
• Combines strategic thinking with a strong execution mindset.




• Is highly hands-on and not afraid to dive into day-to-day operations when needed.
• Can navigate ambiguity and thrive in a fast-changing environment.
• Is comfortable influencing senior stakeholders while working closely with operational
teams.
• Has excellent relationship-building skills and can effectively bridge business and
technology teams.
• Is passionate about creating outstanding customer experiences through data,
technology and innovation.
Key Responsibilities
CRM Strategy & Customer Lifecycle
• Define and execute the global omnichannel CRM strategy.
• Develop customer lifecycle, segmentation and personalization initiatives to improve
acquisition, retention, engagement and Customer Lifetime Value.
• Build a scalable CRM operating model across Retail and Ecommerce while partnering
with local markets to ensure consistent execution.
CRM Technology & Data
• Lead the CRM transformation roadm

📌 K-Way - Head of CRM (Milano)
🏢 BasicNet
📍 Milano