THE FASHION INDUSTRY’S FASHION BRAND

Since 1994, Marni has been recognized as the most artistic, color-savvy, life embracing, off-beat brand in the luxury segment

A constant aspiration to surprise and delight and to exceed expectations, with one foot in the past, one foot in the future.

Marni has consistently challenged the traditional codes of fashion, the seriousness of dressing up, and the boring "sameness" that exists in the world.

Embrace life.

Embrace art.

Embrace colour.

Embrace each other.

We are looking for who is ready to make a difference, into  an intercultural environment made of  love and passion, talents and out of the box thinkers.

Marni, for its team based in HQ, is looking for Omni-Channel CRM Specialist that will be in charge of Omni-Channel Client Engagement activities, managing and developing campaigns in line with company strategy and guidelines while maintaining relationships with internal and external stakeholders.
This role involves close collaboration with Regional CRMs to provide guidelines for local activities and oversee the full lifecycle of digital & offline campaigns. Responsibilities include preparing and managing campaign calendars, planning, setting up layouts, defining audience targeting via Adobe Campaign, and analyzing performance results to improve key KPIs. The specialist will play a key role in capturing and leveraging Voice of the Customer insights to refine CRM strategies and enhance personalization, while also applying strong training skills to educate regional stakeholders and store employees on CRM tools and data-driven decision-making.
Responsibilities
•    Independently manage campaign creation, including content strategy and execution.
•    Work closely with cross-functional teams to ensure successful campaign deployment.
•    Establish and maintain marketing automation workflows and customer journeys
•    Manage audience segmentation and analyze data for actionable insights to drive retention
•    Leverage VoC insights to refine CRM strategies, ensuring a data-driven approach to customer engagement
•    Oversee bug tracking, ticketing, and enhancement roadmaps for both the Clienteling App and CRM projects, ensuring continuous improvement
•    Manage BI reporting, providing data-driven insights to optimize performance
•    Coordinate campaign calendars and refine performance metrics
•    Regularly test, analyze, and report on campaign effectiveness
•    Analyze large volumes of customer data to extract valuable insights and identify opportunities for improvement.
•    Develop and execute comprehensive training programs for regional stakeholders and store employees, covering CRM tools, clienteling best practices, data collection, and customer journey strategies
•    Maintain and update HQ materials, such as Clienteling app manuals and data collection instructions
•    Collaborate on customer experience and loyalty initiatives to strengthen engagement
•    Innovate in-store experiences by leveraging industry best practices and competitive analysis, in partnership with Retail Excellence, Retail Operations, and E-commerce teams.
•    Stay updated on advancements in AI, Big Data, and CRM technologies, leveraging innovation to enhance customer engagement and marketing strategies.
Requirements
•    Bachelor’s or Master’s degree in Marketing or Economics
•    Prior experience in CRM, email marketing, or a customer-centric role is a plus
•    Passion for Marni and the luxury industry is highly valued
•    Strong understanding of Voice of the Customer (VoC) methodologies and their application in CRM strategies.
•    Familiarity with CRM platforms (e.g., Adobe Campaign, Adobe Target, Salesforce Service Cloud, Power BI, etc.)
•    Strong analytical and problem-solving skills with attention to detail
•    Knowledge of GDPR laws and compliance
•    Experience in CRM implementation, data analysis, and AI/machine learning is a plus.
•    HTML coding for email is a nice-to-have
•    Proven ability to design and conduct effective training programs for diverse audiences
•    Excellent communication and collaboration skills, with the ability to work effectively in a team environment
•    Ability to manage multiple deadlines and projects efficiently
•    Results-driven and analytical mindset, passionate about testing and monitoring campaign performance
•    Team-oriented, with a strong sense of enthusiasm, humility, proactivity, and ethics
•    Fluent in both Italian and English

#LI-MAR