Head of CRM – Customer Strategy

OTB

Head of CRM & Customer Strategy overseeing customer acquisition and engagement initiatives at Diesel. Leading global strategies and ensuring consistent customer experience across all channels.

Posted 7/16/2026full-timeBreganze • 🇮🇹 ItalyLead💰 €80,000 - €85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in defining and executing global Customer Strategy, with a strong focus on CRM, customer engagement, and analytics. Proven ability to lead cross-functional teams and manage customer technologies to enhance client experiences in the luxury fashion retail sector.

Highest-signal resume keywords

Customer Strategy DevelopmentCRM ManagementOmnichannel Customer Journey DesignStakeholder ManagementPeople Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AnalyticsData GovernanceKPI DefinitionDigital Campaign ManagementSegmentationPersonalizationClientelingLoyalty Program DesignCRM Platform ExpertiseBudget Management

Soft Skills

Analytical MindsetStrategic ThinkingInfluencing SkillsService ExcellenceCross-Functional Collaboration

Tools & Technologies

CRM PlatformsCustomer Engagement ToolsData EcosystemsDigital Marketing ToolsClient Service Technologies

Industry Keywords

Luxury RetailPremium FashionCustomer EngagementRetail OperationsGlobal Market Experience

About the role

Key responsibilities & impact

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 support to ensure consistent execution globally.
Lead the CRM vendor ecosystem by scouting new partners and technologies, managing existing suppliers and ensuring successful delivery of CRM initiatives, innovation and business value.
Manage the global Customer Strategy budget and monitor performance through defined KPIs.

Requirements

What you’ll need

10+ years' experience in Customer Strategy, CRM or Customer Engagement roles within luxury or premium fashion retail.
5+ years of proven experience leading customer strategy across CRM, clienteling, loyalty and customer analytics.
Demonstrated experience designing omnichannel customer journeys and CRM activation programs across contact channels (e.g. newsletter, outreach campaigns, outbound client service…)
Strong analytical mindset with experience leveraging customer insights to drive business decisions.
Solid understanding of retail operations and customer engagement in physical stores.
Deep knowledge of CRM platforms, customer technologies and data ecosystems in a global environment (including China and Japan ecosystems).
Outstanding People Management, and proven track record managing dotted lines reports in a international, multicultural context;
Strong stakeholder management skills with the ability to influence cross-functional teams.
Strategic thinker with a hands-on execution mindset.
Genuine passion for the client and service excellence, and knowledgeable about in Fashion & Luxury industry
Fluent in English.

Benefits

Comp & perks

A dynamic, and international work environment
Continuous learning and professional development opportunities
Exposure to multiple business functions and cross-functional collaboration
Flexible working hours and smart working options
Work-life balance initiatives
Supplementary health insurance
Supplementary pension plan
Diversity and inclusion policies
Corporate volunteering initiatives
Exclusive discounts on OTB Group brands' products
Corporate welfare services, including company restaurant, gym, beauty centre, nursery and osteopathy studio