Head of CRM

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/810wj8

About us

BasicNet Group

BasicNet is the first marketplace in the clothing industry that owns several well-known brands in the apparel, footwear, and accessories market, including Kappa®, Robe di Kappa®, Jesus®

Jeans, Superga®, K-Way®, Sebago®, Briko®, Woolrich® and Sundek®. Headquartered in

Turin, Italy, the company operates on intangible aspects through a global network of licensees who produce and distribute its products, and offers various services to its network, such as research, development, global marketing, and information technology.

More at www.basic.net

K-Way

K-Way is a well-known brand for adventure seekers and outdoor enthusiasts. Born in the heart of Paris in 1965, the brand revolutionized the rainwear market by introducing the world's first lightweight and waterproof jacket that could be conveniently folded into a small pouch.

More at www.k-way.com

Role Overview The Head of CRM will define and lead K-Way's global CRM strategy, shaping the technology ecosystem and operating model needed to deliver the best-in-class omnichannel customer experience and support the company's next phase of growth.

This global role will establish a scalable CRM operating model across all markets, balancing central governance with local business needs. Working closely with IT, Retail, Digital,

Marketing and Group CRM, the Head of CRM will own the end-to-end CRM roadmap, driving customer data, lifecycle marketing and customer engagement initiatives.

As the CRM function evolves, the role will also expand to include Customer Service, creating a fully integrated customer experience across all touchpoints.

Key Responsibilities

CRM Strategy & Customer Lifecycle

- Define and execute the global omnichannel CRM strategy.
- Develop customer lifecycle, segmentation and personalization initiatives to improve acquisition, retention, engagement and Customer Lifetime Value.




- Build a scalable CRM operating model across Retail and Ecommerce while partnering with local markets to ensure consistent execution.

CRM Technology & Data

- Lead the CRM transformation roadmap, including the implementation of a Single

Customer View.
- Drive the evolution of the CRM ecosystem in partnership with IT and Group CRM.
- Define business requirements for CRM technologies, customer data and integrations.
- Manage CRM technology partners and support the evaluation and implementation of new solutions.

Marketing Automation

- Own the global email marketing and lifecycle automation strategy.
- Oversee campaign planning, execution and optimization across markets.
- Manage the CRM platform (currently Klaviyo) and continuously improve personalization, customer engagement and CRM performance.

Customer Service (Phase 2)

- Define the global Customer Service strategy.
- Manage external partners and key service KPIs (CSAT, NPS, SLA).
- Integrate Customer Service insights into CRM and customer lifecycle initiatives.

Governance & Leadership

- Lead global CRM transformation initiatives across markets.
- Establish governance, operating models and standardized CRM processes.
- Manage cross-functional stakeholders, priorities, budgets and project delivery while ensuring GDPR compliance.

Requirements

- 8+ years of experience in CRM and customer experience.




- Proven experience defining and executing CRM strategies within omnichannel retail organizations.
- Experience working in both large, structured organizations and smaller, fast-paced environments, combining strategic vision with a pragmatic, hands-on approach.
- Demonstrated ability to lead complex cross-functional transformation programs involving Technology, Retail, Marketing and Digital teams.
- Strong understanding of customer data, CRM technologies and customer lifecycle management.
- Experience with modern CRM and ecommerce ecosystems is desirable.
- Experience in fashion, sportswear or premium consumer brands is strongly preferred.
- International experience working across multiple markets and multicultural teams is a plus.

What We're Looking For

Beyond experience, we're looking for someone who can balance strategy with execution.

The ideal candidate

- Is a builder, comfortable creating new capabilities and processes from the ground up.
- Combines strategic thinking with a strong execution mindset.
- Is highly hands-on and not afraid to dive into day-to-day operations when needed.
- Can navigate ambiguity and thrive in a fast-changing environment.
- Is comfortable influencing senior stakeholders while working closely with operational teams.
- Has excellent relationship-building skills and can effectively bridge business and technology teams.
- Is passionate about creating outstanding customer experiences through data,

technology and innovation.

Why join us

K-Way is committed to creating a supportive and motivating work environment, promoting collaboration and open dialogue, welcoming every voice and idea. In addition, K-Way offers opportunities for professional and personal development, providing the resources and tools necessary for growth and success.

The position offers a gross annual salary of €70,000, plus a range of company benefits.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/810wj8