Clienteling Development Director Europe

Mission

The Client Development Director Europe is responsible for defining and leading the European Client Development strategy, with the ambition to accelerate client acquisition, engagement, retention and loyalty, while maximizing the long-term value of the client base across Europe.

The role translates the European vision into a clear strategy, ensuring strong alignment across Client Development, CRM, Clienteling and Private Clients. The role leads the European Client Development organization, with direct responsibility for the Client Development Managers and Private Clients Relations Manager, and partners closely with Retail and cross-functional teams to embed a strong client-centric culture across Europe.

Main Responsibilities

Client Development Strategy & Business Growth

• Define and lead the European Client Development strategy in alignment with FENDI’s business strategy.
• Establish clear priorities, frameworks and KPIs across client acquisition, engagement, retention, loyalty and VIC development.
• Leverage client data, CRM analytics and market insights to identify growth opportunities and translate them into actionable business strategies.
• Monitor and challenge Client Development performance across Europe, ensuring measurable business impact and ROI.

CRM, Clienteling & Client Engagement

• Define the European vision and strategic framework for CRM and Clienteling, ensuring consistent adoption and best practices across markets.
• Drive the evolution of client engagement through CRM campaigns, events, community development, personalization and innovative client experiences.
• Ensure a consistent and elevated FENDI client experience across physical and digital touchpoints.

Private Client & VIC Development

• Define and lead the European strategy for the recruitment, development and retention of high-end clients and VICs.
• Build a strong VIC culture across the European retail network and ensure alignment between Private Clients Relations, Client Development and Retail.
• Oversee key European VIC initiatives and experiences, leveraging FENDI’s Roman heritage, culture and identity to create a distinctive client experience.

Leadership & Retail Partnership

• Lead, develop and empower the Client Development team, with direct responsibility for the Client Development Managers and Private Clients Relations Manager.
• Partner with European Retail Managers and Store Managers to translate the European strategy into market and store action plans.
• Drive Client Development capabilities and best-practice sharing across the European retail network.
• Build strong partnerships with Retail, Omnichannel, Digital, Marketing, Client Services and HQ teams to ensure a holistic and seamless client strategy.

Profile

• 8+ years’ experience in Client Development, CRM, Retail, Omnichannel or a related function, ideally within luxury.
• Proven experience in leading client strategy across multiple markets and an international retail network.
• Strong commercial and strategic mindset, with the ability to translate data and insights into business growth.
• Strong expertise in CRM, Clienteling, client engagement, PCR and VIC development.
• Proven leadership and stakeholder management skills in a complex international environment.
• Excellent analytical, communication and influencing skills.
• Entrepreneurial, proactive and results-oriented mindset.
• Passion for luxury, fashion, culture and evolving client behaviors.
• Fluent in English; additional European languages are a plus.
• Willingness to travel regularly across Europe.