30 set - Milano
K WAY Information
pBasicNet is the first marketplace in the clothing industry that owns several well-known brands /ppin the apparel, footwear, and accessories market, including Kappa®, Robe di Kappa®, Jesus® /ppTurin, Italy, the company operates on intangible aspects through a global network of licensees /ppwho produce and distribute its products, and offers various services to its network, such as /ppresearch, development, global marketing, and information technology. /ppMore at /ppbK-Way /b /ppK-Way is a well-known brand for adventure seekers and outdoor enthusiasts. Born in the heart /ppof Paris in 1965, the brand revolutionized the rainwear market by introducing the world's first /pplightweight and waterproof jacket that could be conveniently folded into a small pouch. /ppMore at /ph3Role Overview /h3pThe Head of CRM will define and lead K-Way's global CRM strategy, shaping the technology /ppecosystem and operating model needed to deliver the best-in-class omnichannel customer /ppexperience and support the company's next phase of growth. /ppThis global role will establish a scalable CRM operating model across all markets, balancing /ppcentral governance with local business needs. Working closely with IT, Retail, Digital, /ppMarketing and Group CRM, the Head of CRM will own the end-to-end CRM roadmap, driving /ppcustomer data, lifecycle marketing and customer engagement initiatives. /ppAs the CRM function evolves, the role will also expand to include Customer Service, creating a /ppfully integrated customer experience across all touchpoints. /ph3Key Responsibilities /h3h3CRM Strategy Customer Lifecycle /h3ulliDefine and execute the global omnichannel CRM strategy. /liliDevelop customer lifecycle, segmentation and personalization initiatives to improve acquisition, retention, engagement and Customer Lifetime Value.
/liliBuild a scalable CRM operating model across Retail and Ecommerce while partnering with local markets to ensure consistent execution. /liliLead the CRM transformation roadmap, including the implementation of a Single Customer View. /liliDrive the evolution of the CRM ecosystem in partnership with IT and Group CRM. /liliDefine business requirements for CRM technologies, customer data and integrations. /liliManage CRM technology partners and support the evaluation and implementation of new solutions. /li /ulh3Marketing Automation /h3ulliOwn the global email marketing and lifecycle automation strategy. /liliOversee campaign planning, execution and optimization across markets. /liliManage the CRM platform (currently Klaviyo) and continuously improve personalization, customer engagement and CRM performance. /li /ulh3Customer Service (Phase 2) /h3ulliDefine the global Customer Service strategy. /liliManage external partners and key service KPIs (CSAT, NPS, SLA). /liliIntegrate Customer Service insights into CRM and customer lifecycle initiatives. /li /ulh3Governance Leadership /h3ulliEstablish governance, operating models and standardized CRM processes. /liliManage cross-functional stakeholders, priorities, budgets and project delivery while ensuring GDPR compliance. /li /ulh3Requirements /h3ulli8+ years of experience in CRM and customer experience. /liliProven experience defining and executing CRM strategies within omnichannel retail organizations. /liliExperience working in both large,
structured organizations and smaller, fast-paced environments, combining strategic vision with a pragmatic, hands-on approach. /liliDemonstrated ability to lead complex cross-functional transformation programs involving Technology, Retail, Marketing and Digital teams. /liliStrong understanding of customer data, CRM technologies and customer lifecycle management. /liliExperience with modern CRM and ecommerce ecosystems is desirable. /liliExperience in fashion, sportswear or premium consumer brands is strongly preferred. /liliInternational experience working across multiple markets and multicultural teams is a /li /ulh3What We're Looking For /h3pBeyond experience, we're looking for someone who can balance strategy with execution. /ppThe ideal candidate: /pulliIs a builder, comfortable creating new capabilities and processes from the ground up. /liliCombines strategic thinking with a strong execution mindset. /liliIs highly hands-on and not afraid to dive into day-to-day operations when needed. /liliCan navigate ambiguity and thrive in a fast-changing environment. /liliIs comfortable influencing senior stakeholders while working closely with operational teams. /liliHas excellent relationship-building skills and can effectively bridge business and technology teams. /liliIs passionate about creating outstanding customer experiences through data, technology and innovation. /li /ulpK-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. /ppThe position offers a gross annual salary of €70,000, plus a range of company benefits. /p #J-18808-Ljbffr
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