CRM & CUSTOMER ENGAGEMENT MANAGER

pbAt Wolford, we lead the market with exceptional European skin wear. We believe that the future of fashion is about substance. We are on a mission to drive progress through empowerment liberation. Sparking a united journey with passion and an entrepreneurial mindset. We are committed to a better tomorrow, an open world. Embracing uniqueness and welcoming diversity. /b /ppbr/ppPeople willing to promote Wolford’s success are our most valuable capital. To strengthen our Marketing department at our Office in Milan, we are looking for a committed and reliable personality to join us as soon as possible as a /ppbr/ppbCRM CUSTOMER ENGAGEMENT MANAGER (F/M/D) /b /ppbr/ppThe CRM Customer Engagement Manager is responsible for executing and continuously enhancing the company's customer relationship management strategy, driving customer acquisition, engagement, retention, and loyalty across all customer touchpoints. /ppWorking closely with Marketing, E-commerce, Retail, Digital, and IT teams, the CRM Customer Engagement Manager will manage CRM campaigns, customer segmentation, reporting, loyalty initiatives, and customer journey optimization to enhance customer experience and maximize customer lifetime value. /ppThis role combines analytical skills, project management capabilities, and operational excellence, acting as a key link between business stakeholders, Wolford IT teams, and external technology partners to support the continuous evolution of the company's CRM ecosystem and customer engagement programs. /ppbr/ppbKey Responsibilities /b /pulliPlan, coordinate, and execute CRM campaigns across email, SMS, WhatsApp, and other owned channels, ensuring alignment with marketing activations, product launches, and commercial initiatives /liliSupport the implementation and optimization of automated customer journeys, lifecycle communications, and personalization initiatives /liliDevelop and maintain customer segmentation strategies based on customer behavior, purchase history, engagement, and preferences /liliMonitor customer lifecycle performance and identify opportunities to drive acquisition, retention, reactivation, upselling, and customer loyalty /liliSupport the development, implementation, and continuous improvement of loyalty and membership programs aimed at increasing customer engagement and lifetime value /liliCollaborate with Retail and Trade Marketing teams to deliver clienteling initiatives, VIP activations, exclusive customer experiences, and targeted engagement programs /liliAnalyze customer and campaign performance, preparing regular reports and dashboards to monitor key CRM and loyalty KPIs /liliTranslate customer and campaign insights into actionable recommendations for Marketing, Retail, and E-commerce teams /liliEnsure customer data quality, accuracy, and compliance with GDPR requirements /liliCoordinate CRM-related projects with Wolford IT teams and external technology partners, supporting system enhancements, integrations, testing, and deployment activities /liliAct as the primary business contact for CRM platform developments and contribute to the continuous improvement of CRM processes, customer journeys, and marketing automation capabilities /liliSupport the deployment of CRM initiatives across multiple markets, ensuring consistency while accommodating local business requirements /li /ulpbr/ppbYour Profile /b /pulliBachelor's degree in Marketing, Business, Digital Marketing, or a related field /lili3–5 years of experience in CRM, Customer Marketing, Loyalty, or Digital Marketing /liliExperience within fashion, luxury, premium retail, beauty, or lifestyle brands is a plus /liliStrong understanding of customer segmentation, lifecycle marketing, and personalization principles /liliExperience with CRM and marketing automation platforms such as Salesforce Marketing Cloud, Salesforce Service Cloud, Adobe Campaign, or similar /liliExperience supporting loyalty programs and customer engagement initiatives /liliAbility to coordinate projects involving business stakeholders, IT teams, and external technology providers /liliStrong analytical skills and ability to interpret customer data and campaign performance metrics /liliExperience working with CRM projects involving internal IT teams and external technology providers /liliKnowledge of customer loyalty programs and lifecycle marketing is considered a strong plus /liliProficiency in Excel and reporting tools /liliStrong organizational and project management skills /liliExcellent communication and stakeholder management abilities /liliFluent English /li /ulpbr/ppbWhat We Offer /b /pulliGross salary per year range: € 32.000 - € 35.000; /liliMeal vouchers: € 8 per working day in the office; /liliFlexible working hours, 2 days of home office per week; /liliDiscount for all employees on Wolford products and merchandise; /liliVaried and diverse range of tasks; /liliA dynamic, international fashion company and pioneer in the field of quality and circular economy; /li /ulpbr/ppJoin the World of Wolford. We look forward to receiving your application! /p