CRM Manager EMEA

For our office in Milan, we are currently looking for a CRM Manager EMEA.

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The EMEA CRM Manager leads and executes the CRM and Client Engagement strategy for the entire EMEA (Europe, Middle East and Africa) region, covering all B2C and B2B channels in an integrated way. The role is located at the strategic intersection of Customer Experience, CRM, Retail Excellence and Training.

Reporting to the EMEA General Manager and the Global Client Engagement Director (functional reporting), the EMEA CRM Manager brings a deep understanding of the target market, facilitates the achievement of business results and supports customer acquisition, engagement, upselling and retention, creating long‑term value for customers and the company.

The role is responsible for defining, implementing and evolving CRM strategies, ensuring a single view of the customer, consistent adoption of CRM tools and advanced use of data to support growth, retention and long‑term value. The role combines strong strategic vision, cross‑channel execution capabilities, analytical competencies and knowledge of Salesforce platform, serving as a regional reference point for CRM, Clienteling and Customer Data Management.

Key Responsibilities
CRM Strategy & Customer Engagement (B2C & B2B)

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• Define and implement the EMEA CRM strategy on all B2C (Retail, E-commerce, Inside Sales & Customer Support) and B2B (Hospitality, Contract, Wholesale) channels.
  
• Based on global guidelines and the go‑to‑market timeline, and taking into account business priorities, design and implement the regional CRM contact strategy and timetable for the EMEA market, focusing on customer retention and lifecycle value growth.
  
• Be a promoter of initiatives to connect and engage high‑profile prospects.
  
• Develop advanced models for segmenting both private and professional customers, based on purchasing behaviour, customer lifecycle, sales history and potential.
  
• Drive customer retention, re‑engagement and loyalty initiatives, including VIP strategies and programs dedicated to both B2C and B2B high‑value customers.
  
• Identify regional and local opportunities for targeted CRM activations that support sales, cross‑selling and up‑selling.
  
• Collaborate with Marketing, Digital, Sales and Commercial Excellence to ensure alignment between CRM, communication and business objectives.
  

Salesforce CRM Platform (Marketing, Sales & Service Clouds) and clienteling tool

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• Be the EMEA regional key user of Salesforce clouds.
  
• Be the key user of the clienteling tool for the region, ensuring technical improvements follow‑up in relation with the app provider.
  
• Collaborate with IT, external vendors, and global teams for system evolutions, regional rollouts, new features, and optimizations.
  
• Drive the rollout and adoption of clienteling tools across the region.
  
• Contributes to create and enhance reporting dashboards to monitor results and sales team performance.
  
• Training and supporting B2C and B2B sales teams in the effective use of CRM as a relationship and sales tool.
  

Clienteling activities & Team support/coaching

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• Responsible, in close collaboration with the central CRM team, for the development of the clienteling culture with a key role in spreading the vision, culture and approaches of clienteling among all store teams.
  
• Develop and coordinate omnichannel Clienteling strategies, extending beyond the physical boutique to digital and remote contacts.
  
• Inspire, motivate, guide and support store teams in developing a customer‑oriented mindset, ensuring proper understanding and consistent execution of all clienteling activities for all store teams.
  
• Monitor the use of the platform and promote best practices and continuous improvement.
  
• Identify opportunities within your existing customer database to improve customer engagement and sales.
  
• Define customer objectives to be involved in all in‑store clienteling/activation activities in the region, in close collaboration with store managers, EMEA retail director, and central CRM team.
  

Customer Analytics & Performance Management

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• Analyze CRM performance, campaigns and customer journeys through dedicated dashboards and KPIs.
  
• Monitor and analyze clienteling performance through dashboards, KPI reports, and providing actionable insights (including in‑store events/animations). Collect constant feedback from salespeople on clienteling strategy and related tool by identifying opportunities for improvement, innovation and scalability in collaboration with the central team.
  
• Provide actionable insights to regional and global stakeholders to support strategic decisions.
  
• Ensure data quality and compliance with GDPR regulations, while promoting efficient data capture in stores.
  
• Work closely with data/analytics teams to improve reporting, predictive analysis, and CRM ROI measurement.
  
• Monitor the performance of your CRM and campaigns, providing recommendations to improve efficiency and ROI.
  

Skills and Qualifications

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• 5–7 years of experience in CRM roles, preferably in premium or luxury settings, with exposure to B2C and B2B models.
  
• Knowledge of Salesforce, specifically:
  
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  • Sales Cloud
    
  • Service Cloud
    
  • Marketing Cloud
    
  
  
  
• Experience in managing complex and cross‑functional CRM projects.
  
• Strong analytical and data‑driven orientation.
  
• Excellent organizational, communication and stakeholder management skills in international contexts.
  
• Analytical mindset with the ability to interpret data and make data‑driven decisions.
  
• Demonstrated ability to coach, engage, and align individuals around skill development, ensuring effective knowledge and competency transfer.
  
• Passion for design, lifestyle and service excellence. xlwpduy
  
• Willingness to travel within EMEA.
  

Permanent full‑time contract offered, Textile Industry CCNL, 8° level with a salary range of €60,000–70,000. The compensation package also includes corporate welfare benefits, electronic meal vouchers, a smart working agreement, and flexible start times between 8:30 and 9:30 a.m.

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