Diesel has long been a leading pioneer in denim and casual fashion, known for moving outside and ahead of trends in its industry. While retaining always its DNA, in recent years Diesel has evolved into the world of premium casual wear, becoming a true alternative to the established luxury market. Diesel is a truly worldwide organization. It is present in more than 80 countries with 5,000 points of sale, including more than 400 company owned stores.
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 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
- 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
Location: Milano/Breganze
Compensation & Level
- CCNL Textile Industry, Level Quadro
- Salary range (gross annual): €80.000 - €85.000
- Variable incentive plan: 10% of gross annual salary
The final offer will be determined based on experience, skills, and level of responsibility. We are open to candidates with different levels of seniority.
What We Offer
- 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
Diversity, Equity & Inclusion
At OTB, we believe diversity is a strength: every perspective, background, and experience enriches our culture and fuels our creativity. We celebrate our differences and are proud to be an equal opportunity employer.
We welcome applications from all individuals regardless of gender, age, ethnicity, sexual orientation, disability, or any other personal characteristic.
Candidates who require reasonable accommodation at any stage of the selection process are encouraged to inform the HR team: we will take every necessary step to ensure equal opportunity to participate.
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