Client Engagement Manager A|X Armani Exchange

Descrizione lavoro:

The Armani Group is a leading company in the fashion and luxury sector, with more than 8,000 employees. Its three core brands – Giorgio Armani, Emporio Armani and A|X Armani Exchange – are active in many countries all over the world. With origins firmly rooted in Italy, but also with a cosmopolitan vision and culture, the company has grown since it was founded in 1975, expanding its offer from clothes and accessories to cosmetics, fragrances, eyewear, watches, jewellery, and furniture and furnishing accessories. Today, therefore, as well as being well known in the area of fashion, the Armani Group is also renowned in the sectors of interior design, food and beverage, and hotels and resorts. Giorgio Armani has created a style that has, with remarkable consistency, continued to explore countless variations and possibilities over the years. It expresses a precise vision down to the most minute detail: a way of being and presenting oneself, certainly incorporating clothing and accessories, but also including gestures, ways, behaviours and attitudes; a style that goes beyond the sum of its parts, and well beyond what one wears. Convinced that ethics and aesthetics must coincide, Giorgio Armani expresses fundamental and enduring values his clothes. He does so by creating timeless pieces that, enhanced by precious materials and artisanal craftwork, resist the whim of fleeting trends with their pure and essential design.

 

Context and Purpose of the job

You will be responsible for defining and driving the global CRM strategy for A|X Armani Exchange, leveraging customer insights and data-driven approaches to strengthen customer acquisition, engagement, retention and loyalty across all channels.

A key objective is to develop scalable omnichannel customer programs that enhance customer lifetime value, increase store and digital traffic, and support sustainable business growth.

You will partner with HQ functions, Regions, Retail and Digital teams to foster a customer-centric culture and ensure consistent, impactful customer experiences worldwide.

 

Responsibilities

Customer Knowledge & Analytics

• Define, monitor and report CRM KPIs, transforming customer data into actionable insights for business growth
• Analyze customer behavior, lifecycle performance, retention, reactivation and lifetime value to identify opportunities and drive decision-making
• Monitor database growth, data quality and reachability, defining actions to improve customer acquisition and profiling
• Assess market trends, competitors’ CRM best practices and campaign results, providing recommendations and business cases

CRM Strategy, Omnichannel Engagement

• Define and execute the worldwide CRM strategy, aligning customer initiatives with brand and commercial objectives to drive acquisition, engagement, retention and loyalty
• Design and optimize omnichannel customer journeys, campaigns and contact strategies across retail and digital touchpoints, ensuring a consistent and seamless customer experience
• Lead the planning and execution of the global CRM calendar, leveraging segmentation, personalization and testing to maximize engagement, conversion and ROI
• Partner with Marketing, Retail, E-Commerce, Regions, Stores, IT and external vendors to deploy CRM programs, strengthen client engagement practices and continuously evolve CRM capabilities
• Oversee CRM platforms, databases and related processes, ensuring data quality, system effectiveness and continuous improvement
• Develop and promote CRM best practices, guidelines and training initiatives across markets to support adoption, customer data quality and program consistency
• Monitor CRM performance, budgets and tool effectiveness, identifying innovative solutions to support future business growth

 

Descrizione profilo:

Requirements

• Master’s Degree in Economics, Business Administration, Marketing or related fields
• 7+ years of experience in CRM, Loyalty or Customer Marketing within international retail or consumer-focused environments
• Fluency in both Italian and English (additional languages are a plus)
• Strong expertise in CRM strategy, customer lifecycle management, campaign execution and omnichannel engagement
• Proven analytical and data-driven approach, with experience managing customer databases, segmentation models and CRM platforms
• Excellent project management, stakeholder management and cross-functional collaboration skills.

 

We promote diversity and inclusion in all forms, within a collaborative environment where your talent can flourish in the pursuit of a common goal: yours and our growth.

The base salary range for this position is 45.000 - 60.000 euros, CCNL Terziario, Distribuzione e Servizi.