Crm & Customer Engagement Manager

People 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

CRM & CUSTOMER ENGAGEMENT MANAGER (F/M/D) The 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.

Working 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.

This 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.

Key Responsibilities

Plan, coordinate, and execute CRM campaigns across email, SMS, WhatsApp, and other owned channels, ensuring alignment with marketing activations, product launches, and commercial initiatives

Support the implementation and optimization of automated customer journeys, lifecycle communications, and personalization initiatives

Develop and maintain customer segmentation strategies based on customer behavior, purchase history, engagement, and preferences

Monitor customer lifecycle performance and identify opportunities to drive acquisition, retention, reactivation, upselling, and customer loyalty

Support the development, implementation, and continuous improvement of loyalty and membership programs aimed at increasing customer engagement and lifetime value

Collaborate with Retail and Trade Marketing teams to deliver clienteling initiatives, VIP activations, exclusive customer experiences, and targeted engagement programs

Analyze customer and campaign performance, preparing regular reports and dashboards to monitor key CRM and loyalty KPIs

Translate customer and campaign insights into actionable recommendations for Marketing, Retail, and E-commerce teams

Ensure customer data quality, accuracy, and compliance with GDPR requirements

Coordinate CRM-related projects with Wolford IT teams and external technology partners, supporting system enhancements, integrations, testing, and deployment activities

Act as the primary business contact for CRM platform developments and contribute to the continuous improvement of CRM processes, customer journeys, and marketing automation capabilities

Support the deployment of CRM initiatives across multiple markets, ensuring consistency while accommodating local business requirements

Your Profile

Bachelor’s degree in Marketing, Business, Digital Marketing, or a related field

3–5 years of experience in CRM, Customer Marketing, Loyalty, or Digital Marketing

Experience within fashion, luxury, premium retail, beauty, or lifestyle brands is a plus

Strong understanding of customer segmentation, lifecycle marketing, and personalization principles

Experience with CRM and marketing automation platforms such as Salesforce Marketing Cloud, Salesforce Service Cloud, Adobe Campaign, or similar

Experience supporting loyalty programs and customer engagement initiatives

Ability to coordinate projects involving business stakeholders, IT teams, and external technology providers

Strong analytical skills and ability to interpret customer data and campaign performance metrics

Experience working with CRM projects involving internal IT teams and external technology providers

Knowledge of customer loyalty programs and lifecycle marketing is considered a strong plus

Proficiency in Excel and reporting tools

Strong organizational and project management skills

Excellent communication and stakeholder management abilities

What We Offer

A dynamic, international fashion company and pioneer in the field of quality and circular economy;

Varied and diverse range of tasks;

Flexible working hours, 2 days of home office per week;

Discount for all employees on Wolford products and merchandise;

Meal vouchers: € 8 per working day in the office;

MBO: 10%

Gross salary per year range: € 28.000 - € 32.000.

CRM & CUSTOMER ENGAGEMENT MANAGER • pavia, lombardia, it

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