Crm & Customer Engagement Manager

Position: 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.

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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, Whats App, 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 with in 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…