CRM & CUSTOMER ENGAGEMENT MANAGER

At 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.

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
• Fluent English

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\.

Join the World of Wolford. We look forward to receiving your application!