Client Engagement Manager

MISSION OF THE JOB:

As a member of the Client Engagement team, you will be responsible for driving CRM and Clienteling initiatives to strengthen client relationships, increase retention and repeat purchase, and support business growth through a data-driven and personalized approach.

The role combines CRM strategy, client analytics, clienteling execution, campaign and project management, collaboration with retail stores, and coordination with the global headquarters in Milan.

MAIN RESPONSIBILITY:

・Develop and implement Client Engagement / CRM initiatives in line with brand and business priorities.

・Monitor CRM performance and key KPIs, including recruitment, retention, repeat purchase, reactivation and client development, translating insights into clear priorities, action plans and recovery initiatives.

・Drive clienteling strategy and execution across the retail network, ensuring consistent outreach, client development and follow-up routines.

・Lead regular CRM and clienteling performance reviews with Retail and Store Managers, identifying opportunities at market, store and Client Advisor level.

・Define targeting and segmentation strategies for campaigns, gifting, VIC activities and local activations, while coordinating execution to ensure consistency with brand standards, local relevance and measurable performance.

・Support Retail teams and Client Advisors in developing personalized client approaches, appointments, outreach plans and long-term relationship-building activities.

・Coordinate Client Engagement initiatives, local events and special projects, monitoring performance and effectiveness.

・Identify and support local partnership opportunities with relevant third parties to enhance client engagement and client acquisition.

・Lead or coordinate CRM and clienteling training and coaching initiatives, fostering a strong client-centric culture across the retail network.

・Ensure alignment with HQ on CRM guidelines, campaigns, tools and reporting, while supporting the implementation and adoption of CRM and clienteling tools.

・Ensure client data quality, governance and compliance with applicable privacy requirements.

REQUIRED EXPERIENCE, SKILLS and COMPTENCY

・5-7 years of professional experience in CRM, Client Engagement, Clienteling or related project management roles

・Proven experience in managing international projects and premium client experiences

・Business-level English proficiency

・Experience working with CRM systems

・Experience with Salesforce and Tableau

・Strong Microsoft Excel skills

・Strong communication and coordination skills

・Strong analytical and CRM skills

・Client-centric and commercial mindset

・Ability to translate data into concrete business actions

・Strong project management and prioritization skills

・Excellent stakeholder management and cross-functional collaboration

・Strong communication and presentation skills

・Good understanding of retail, clienteling and luxury client experience

・Ability to work independently and take ownership

・Experience in the luxury fashion or retail industry（Preferred）

Ideal Candidate Profile

Proactive, analytical and detail-oriented, with the ability to manage projects independently while working closely with retail stores and cross-functional teams. Comfortable using data to identify opportunities, drive clienteling actions, propose improvements and operate effectively in a fast-paced environment.

DEPARTMENT: Client engagement

DIRECT REPORT TO: Senior Manager

SUBORDINATES: 0