23 set - Milano
Loro Piana
Position The resource is responsible for driving the development, evolution, adoption, and business performance of Maison’s CRM and clienteling digital products. The role acts as the key business owner of CRM tools, partnering closely with CRM, IT, Retail Ops, and regional teams to ensure that clienteling solutions effectively support Client Advisors in delivering exceptional client experiences and achieving business objectives.
Job Responsibilities
- Own the digital product roadmap based on the clienteling business vision, priorities and requirements defined with the Clienteling & Client Development Manager and the continuous enhancement of CRM and Clienteling tools, including the Clienteling App.
- Translate business needs into functional requirements and coordinate implementation with IT and external partners.
- Lead the development of recommendation engines and AI-powered clienteling capabilities.
- Monitor tool adoption, user engagement, and business impact, identifying opportunities for continuous improvement.
- Define and deliver tool-specific training, release communication and digital change management initiatives, in partnership with the Clienteling & Client Development Manager, who owns clienteling methodologies and business capability-building,to support successful adoption across markets.
- Oversee the CRM helpdesk activities, ensuring an effective and seamless user experience.
- Own and continuously enhance the Store and Client Advisor Competence Algorithm.
- Partner with CRM and Retail regional teams to promote best practices and maximize clienteling effectiveness.
Profile
- 5–8 years of experience in Product Ownership, Project Management or similar roles, within CRM digital products.
- Experience working in retail, CRM or client-facing tools is a strong plus.
- Interest in AI and digital innovation applied to client engagement.
- Experience working in agile environments.
- Strong collaboration, communication and problem-solving skills.
- Knowledge of Salesforce is a plus.
- Fluent English, both spoken and written.
Additional Information For new joiners in this role in Italy, the initial annual gross salary is EUR 55.000. This salary has been determined on the basis of objective and gender-neutral criteria and corresponds to the compensation normally granted for this position at the time of publication of this job posting. Actual compensation may vary depending on factors such as your unique combination of experience and skills, seniority, and current organizational needs.
This role also provides for participation in a premio scheme, at Loro Piana’s discretion, based on factors such as individual and/or company performance.
In addition to the benefits provided by law, further benefits may be granted in accordance with current company policies.
The employment relationship will be governed by the provisions of the applicable national collective bargaining agreement (CCNL Tessile Abbigliamento e Moda) and the supplementary company agreement, as applied by Loro Piana in Italy.
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