BOTTEGA VENETA EMEA CRM Specialist

We are currently seeking an EMEA CRM Specialist as part of our dynamic team in Milan, the successful candidate will contribute in developing and implementing customer relationship management (CRM) strategies across the Europe and Middle East. This role is crucial in fostering strong relationships with our customers, enhancing brand loyalty, and driving business growth.

How you will contribute?

The role is responsible for supporting the EMEA CRM Manager in rolling out the client strategy in the market and implement Bottega Veneta’s Global CRM programs by ensuring training, follow-up and measuring the impact of all actions and helping to promote and share a customer centric mindset within the retail network in the region.

CRM Strategy Execution: coordinate the implementation of the global CRM strategies and programs ensuring they are tailored and impactful to the EMEA market. This includes:

• work closely with regional teams to align CRM strategies with local market dynamics and customer preferences
• follow up actions of countries and benchmark of results across countries
• monitor usage of CRM activities and tools/ materials within retail and, in collaboration with the training department, propose training campaigns for store staff
• Animate the Store Client Expert community by sharing best practices with other regions
• Monitor the KPI target evolution including recruitment and retention.
• Be a point of reference for store staff on client KPIs and objectives

Data Analysis and Reporting

• Oversee and improve database quality analyse CRM data to evaluate campaign performance, customer behavior, and overall effectiveness;
• Utilize data-driven insights to identify and segment customer groups, ensuring personalized communication;
• Coordinate the data cleansing activities (deduplication and merging) in collaboration with the HQ and Kering Group.

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Implement local direct marketing campaigns

• Submit timely local requests for newsletter/SMS/DM tool (i.e. in case of store opening/anniversary) that will be then sent by WW CRM
• Submit order to HQ for physical catalogs ensuring that the quantities are consistent with the overall contact strategy

Implement Clienteling programs & tools and coach the teams

• Train the teams on the programs (prospects, welcome, gift, birthday, special treatment, etc.) & tools defined by HQ
• Implement the gifting strategy locally placing orders according to the guidelines provided by HQ
• Coordinate with HQ the local clienteling campaigns to be pushed through the clienteling tool Luce Places
• Track & measure the impact of all actions to ensure a relevant follow-up

Compliance and Data Privacy: Stay informed about data protection regulations and ensure compliance with all relevant laws, policies, and guidelines.

Who you are?

• At least 2 years in the same role preferably in a Luxury Company with proven CRM experience before
• Excellent knowledge of Microsoft Office (especially Excel and Power Point)
• Fluency in English
• Strong communication skills, organization skills and attention to details
• A strong analytical person that shows curiosity and proactivity in data interpretation

Why work with us?

This is a fabulous opportunity to join the Kering adventure and to actively contribute to the development of the business by becoming part of a global Luxury Group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.