HEAD OF CRM & CUSTOMER STRATEGY
Reporting to the Global Retail Excellence Director, the Head of CRM & Customer Strategy defines and leads Diesel's global customer strategy, driving customer acquisition, engagement, retention and loyalty across all channels.
The role is responsible for translating customer insights into business actions and ensuring consistent customer experience throughout the entire customer journey. It provides strategic leadership across four key functions: Customer Insights, Digital CRM Campaigns, Customer Engagement and Client Service, partnering with Global and Regional teams to ensure effective execution across all markets.
Key Responsibilities
- Define and execute the global Customer Strategy, setting priorities, objectives and KPIs across all customer touchpoints.
- Lead the Customer Insights function, transforming customer data into actionable insights to support commercial and strategic decisions. Ensure effective CRM data governance and compliance with privacy regulations, in partnership with Legal and IT.
- Define the global CRM contact strategy,



overseeing digital campaigns, customer journeys, segmentation and personalization to drive acquisition, engagement and retention.
- Lead the global Customer Engagement strategy, including clienteling initiatives, loyalty programs and the global retail events calendar, in partnership with Regional Retail and Marketing Teams.
- Drive the adoption of customer engagement tools, processes and best practices across the global retail network.
- Define global Client Service standards, ensuring a seamless pre- and post-sales experience across all channels and markets.
- Lead the roadmap of customer technologies and CRM capabilities, identifying opportunities to improve customer experience and business performance.
- Partner with Retail, Marketing, Ecommerce, Merchandising and IT to embed customer strategy into business priorities.
- Coordinate Regional Customer teams, providing governance, direction and

📌 Head of CRM (Lombardia)
🏢 CALZATURIFICIO STEPHEN
📍 Lombardia