Global Customer Insights Manager
Pubblicato il 05-10-2026 - Otb in Milano
pOTB is an international fashion group comprising the iconic brands Diesel, Jil Sander, Maison Margiela, Marni and ViktorRolf.
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 7,000 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 OTB Foundation.
/ppThe Global Customer Insights Manager owns CRM data governance, customer segmentation and analytics, turning customer data into a single, reliable source of truth and into actionable insights that drive acquisition, engagement and retention across all channels.
/ppThe role combines data governance, predictive analytics and campaign execution, ensuring the business has a unified customer view, reliable KPI reporting and the analytical models needed to target customers effectively, one-to-many and one-to-one.
It also oversees the design and delivery of Customer Engagement Programs, including the Loyalty Program, in partnership with Retail, Marketing, IT and Legal teams.
/ph3Key Responsibilities: /h3ulliOwn CRM data governance and data quality, ensuring compliance with privacy regulations (GDPR) and consent management, in partnership with Legal and IT.
/liliManage customer database segmentation and maintain a single, unified customer view across all touchpoints.
/liliDefine and deliver CRM KPI reporting and dashboards to drive acquisition, engagement and retention.
/liliTransform customer data into actionable insights that support commercial and strategic decisions.
/liliDevelop predictive analytics and scoring models (e.g. churn, CLV) to anticipate customer behavior and inform targeting.
/liliDefine campaign targets, execute campaigns, monitor performance and apply a test-and-learn (A/B testing) approach to continuously improve results.
/liliBuild analytical and predictive models to support one-to-many and one-to-one targeting.
/liliDesign, implement and manage Customer Engagement Programs, among which the Loyalty Program.
/liliPartner with Marketing, Ecommerce, Retail and IT to embed customer insights into business priorities and CRM contact strategy.
/liliEnsure data quality controls and audits are in place across CRM platforms and customer databases, escalating and resolving data integrity issues.
/liliSupport the evaluation and evolution of CRM and customer analytics tools, working with IT and external vendors.
/li /ulh3Requirements: /h3ulli5+ years' experience in CRM, Customer Insights, Data Analytics or Customer Strategy roles, ideally within luxury or premium fashion retail.
/liliProven experience in CRM data governance, database segmentation and customer data management, including privacy and consent frameworks (GDPR).
/liliStrong hands?on experience building predictive/scoring models (e.g. churn, CLV) and translating them into actionable targeting strategies.
/liliSolid experience defining and executing CRM campaigns, with a test?and?learn (A/B testing) mindset to drive continuous improvement.
/liliStrong analytical and data visualization skills, with experience building KPI dashboards and reporting for business stakeholders.
/liliExperience designing or managing Customer Engagement Programs, including loyalty programs, is a plus.
/liliKnowledge of CRM platforms, customer data ecosystems and analytics tools in a global environment.
/liliStrong stakeholder management skills, with the ability to work cross?functionally with Legal, IT, Marketing and Retail.
/liliStrategic thinker with a hands?on, detail?oriented execution mindset.
/liliGenuine passion for the client and service excellence, and knowledgeable about the Fashion Luxury industry.
/liliFluent in English, any other language is a plus /li /ulpThe final offer will be determined based on experience, skills, and level of responsibility.
We are open to candidates with different levels of seniority.
/ph3What We Offer: /h3ulliA dynamic, and international work environment /liliContinuous learning and professional development opportunities /liliExposure to multiple business functions and cross?functional collaboration /liliFlexible working hours and lavoro da remoto options /liliWork?life balance initiatives /liliSupplementary health insurance /liliSupplementary pension plan /liliDiversity and inclusion policies /liliCorporate volunteering initiatives /liliExclusive discounts on OTB Group brands' products /liliTicket Restaurant /li /ulh3Diversity, Equity Inclusion: /h3pAt OTB, we believe diversity is a strength: every perspective, background, and experience enriches our culture and fuels our creativity.
We celebrate our differences and are proud to be an equal opportunity employer.
/ppWe welcome applications from all individuals regardless of gender, age, ethnicity, sexual orientation, disability, or any other personal characteristic.
/ppCandidates who require reasonable accommodation at any stage of the selection process are encouraged to inform the HR team: we will take every necessary step to ensure equal opportunity to participate.
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