About OTB Group
OTB is an international fashion group comprising the iconic, unconventional brands Diesel, Jil Sander, Maison Margiela, Marni and Viktor&Rolf. It also controls the Staff International and Brave Kid companies and holds a stake in American brand Amiri. OTB – short for "Only The Brave" – believes in the possibility of pushing beyond the frontiers of fashion and style to support the creativity of international talents and express in full the innovative spirit and uncompromising courage of its founder and chairman, Renzo Rosso. With more than 6,000 employees worldwide, the Group is founded on a digital approach centred on the consumer, a concrete long-term commitment to the creation of a sustainable, technologically driven business, and close attention to social issues through the OTB Foundation.

Purpose:  Senior Manager, CRM and Client Development oversees the strategy and execution of CRM systems, tools, and processes to drive customer engagement, retention, and overall business growth. They are managing and expanding client relationships retail strategies, ensuring client satisfaction, identifying growth opportunities, ensuring the delivery of exceptional service to drive client satisfaction and retention.  and driving business growth. This role focuses on identifying opportunities for upselling and cross-selling, aligning client needs with company solutions, and fostering long-term partnerships. The Senior Manager, CRM and Client Development works closely with internal teams to deliver high-quality service and support.

Responsibilities:

CRM Strategies and Programs

• Oversee existing CRM programs, finding opportunities for efficiencies, manage budgets and resources.
• Identify opportunities based on CRM KPIs and quickly implement strategies to fuel results.
• Develop and implement multi-channel trigger programs for full customer lifecycle.
• Identify opportunities to implement and support personalization and localization in CRM campaigns.
• Lead CRM strategies to support key product launches and priority brand awareness campaigns.
• Develop reporting processes to share relevant insights, analysis, and progress on CRM KPIs with broader digital and marketing teams.
• Partner with SVP to implement strategies and campaigns to support loyalty goals.
• Create strategies to grow existing email and SMS programs, accountable for delivering YoY revenue and growth of programs.
• Assess external partners and ensure resources are in place for scaling programs for growth and expansions into new markets plus strategic extensions.

Customer Growth & Digital Commerce

• Collaborate and closely partner with Media and Marketing Team to increase customer acquisition and retention KPIs across integrated marketing touchpoints paid/earned/owned.
• Develop CPA goals for new customer acquisition in all markets, all brands and across strategic extensions.
• Help stand up and grow digital businesses in emerging markets.

Reporting/Analytics

• Optimize customer dashboards, create executive summaries focused on customer contribution to total business.
• Track and analyze key customer KPIs and qualitative feedback and present action-driven plans to impact those drivers.
• Perform analysis on CRM-related campaigns and regularly report results in a cohesive and consistent manner across a variety of recipients including Media & Marketing, Wholesale, etc…
• Responsible for monthly, quarterly, and annual CRM forecasting.
• Implement and track universal control group and campaign-level control group.
• Synthesize all customer data sources into intelligible and informative customer insights.

Clienteling

• Develop and evolve our client contact strategy with a focus on personalized outreach, appointments, and client planning.
• Drive high quality data capture and data privacy.
• Foster strong cross functional relationships as you manage the ongoing enhancement of our clienteling strategy.
• Manage clienteling budget and advise as needed on specific budget planning around top client development events.
• Continuously innovate to deliver stronger results.

Qualifications:

• 6+ years of experience in CRM/Consumer engagement experience, preferably with experience in luxury retail and a proven track record of developing and managing successful CRM programs.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite or related software.
• Strong leadership capabilities and ability to both influence and gain alignment cross-functionally with different teams across the organization.
• Expert in creating and scaling end-to-end omnichannel CRM and loyalty programs (email, push, SMS) across customer lifecycle stages.
• Strong experience in CRM technology management, with an understanding of marketing and operational databases, segmentation, campaign management, statistical modelling, and AI/ML for business use cases.
• Strong project management skills with the ability to prioritize in a fast-paced environment.
• Demonstrated analytical ability to leverage data to inform insights, formulate recommendations and deliver actionable solutions.
• Ability to think both strategically and tactically; equally comfortable with long-term planning and day-to-day progress tracking and execution.
• Advanced skills with Microsoft Office: Excel, Word, and PowerPoint.
• People management experience.
• Applicants must be legally authorized to work in the United States at the time of application and be able to provide proof of employment eligibility upon request. Employment is contingent upon the successful verification of this authorization in compliance with federal immigration laws.

Salary Range: $110-$120k

#LI-HYBRID

#OTB

#LI-AR