- Company Name
- Prada Group
- Job Title
- CRM and Client Development Director, Miu Miu
- Job Description
-
**Job Title:** CRM and Client Development Director
**Role Summary:**
Lead the strategy, execution, and performance of CRM, clienteling, and client development for Miu Miu in the Americas. Drive loyalty, repurchase, and lifetime value through scalable, data‑driven frameworks, while ensuring adoption of client‑centric practices across retail and e‑commerce channels.
**Expectations:**
- Grow and retain the VIC (Very Important Customers) and top‑client portfolios.
- Increase customer retention, repurchase rates, and overall CRM KPIs.
- Embed a client‑centric mindset in all retail operations and digital touchpoints.
- Deliver measurable ROI from client development initiatives.
**Key Responsibilities:**
- Own regional CRM strategy, aligning with global objectives and local market dynamics.
- Define and manage client segmentation, VIC strategy, high‑potential conversion, and lifecycle programs.
- Set and monitor KPIs for acquisition, repurchase, retention, reactivation, and top‑client growth.
- Lead clienteling strategy, tools, and best practices; ensure consistent store adoption and data capture.
- Partner with Retail Training & L&D to embed client‑development competencies into onboarding and ongoing training.
- Design scalable client development programs (welcome journeys, reactivation, nurturance flows).
- Analyze CRM dashboards, transform insights into actionable recommendations, and report performance to executive teams.
- Collaborate cross‑functionally with Retail, Events, E‑commerce, Merchandising, and Communication to support commercial priorities.
- Manage client gifting and experience budget, ensuring impact and ROI.
- Innovate new clienteling approaches based on data, market dynamics, and competitive insights.
**Required Skills:**
- Strategic leadership in CRM and client development.
- Data‑driven decision making with strong analytical skills.
- Expertise in client segmentation, lifecycle management, and high‑value customer programs.
- Deep understanding of clienteling practices and retail enablement.
- Ability to develop and implement scalable client‑development programs.
- Excellent cross‑functional collaboration and stakeholder management.
- Strong communication skills for translating insights into actionable plans.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Marketing, Data Analytics, or related field (MBA preferred).
- Certifications in CRM platforms or data analytics tools (e.g., Salesforce, Tableau, SAP).