Crm manager
Pubblicato il 03-09-2026 - Serapian Milano in Italia
Reporting to the Image, Marketing & Communication Director, the candidate will develop and oversee Serapian global CRM strategy , both online and offline , aimed at building an omnichannel client journey , increasing engagement, loyalty and optimizing ROI and key CRM & clienteling metrics. How will you make an impact? CRM Management Define and implement the brand's CRM and omnichannel client engagement strategy, ensuring seamless integration across all touchpoints and alignment with overall marketing and business objectives. Create the CRM Strategy with an omnichannel data integration (retail, e-commerce and wholesale). Map an omnichannel Customer Journey, across all touchpoints (online and offline). Ensure CRM initiatives effectively support both brand positioning across digital platforms and drive commercial performance through an integrated omnichannel approach. Manage CRM tools (especially the new generation and digital ones), leveraging their full capabilities for client interaction and data management.
Monitor and analyse CRM KPIs and cross-channel business trends to provide insights to optimize clients retention, reactivation, engagement, conversion and to continuously improve campaign performance. Drive customer retention, client loyalty, and customer lifetime value through highly targeted digital and omnichannel CRM initiatives, delivering personalized experiences at every touchpoint. Oversee integrated CRM campaigns and client communication across all touch points, ensuring a consistent and cohesive brand experience. Define omnichannel CRM guidelines and best practices to support customer engagement and suggest new client acquisition strategies to optimize and expand the customer base and optimize sales growth across the retail network. Plan and manage email, SMS, push notification, and loyalty campaigns. Develop advanced customer segmentation strategies and targeted marketing initiatives, leveraging comprehensive data insights from all digital and physica