Job Specifications
Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Church’s and Car Shoe brands, and has employees of over one hundred nationalities. The acquisition of Pasticceria Marchesi 1824 has marked the Group’s entry into the food sector, applying the same high-quality criteria. Very proactive also in the art field, the Prada Group strengthens its presence through contemporary art projects in constant evolution.
JOB PURPOSE
The CRM & Client Development Director is responsible for leading the strategy, execution, and performance of CRM, clienteling, and client development across Miu Miu Americas. This role drives client loyalty, repurchase, and lifetime value by building a scalable, data-driven CRM and client development framework, while ensuring strong adoption of clienteling behaviors across the retail network and e-commerce.
Primary goals include growing the VIC and top-client portfolios, increasing customer retention and repurchase, improving CRM KPIs, and partnering closely with Retail to embed a client-centric mindset in stores. The Director acts as the regional business owner for client segments, CRM tools, clienteling strategy, and client development action plans—ensuring alignment with Global while tailoring to local needs.
RESPONSIBILITIES
Own and lead the regional CRM strategy, aligned with Global CRM and adapted to local market dynamics
Define and oversee client segmentation, VIC strategy, High Potential conversion, and lifecycle management
Set clear KPIs and action plans for acquisition, repurchase, retention, reactivation, and top-client growth
Use data and insights to identify growth opportunities across segments, channels, stores, and regions
Clienteling & Store Enablement
Serve as the regional owner of clienteling strategy, tools, and best practices, ensuring consistent store adoption
Partner with Retail to reinforce high-quality outreach, appointment culture, follow-up standards, and data capture
Track store performance across CRM KPIs and client development activities, ensuring ongoing improvement
Work with Retail Training & L&D to embed client development competencies into onboarding and continuous learning programs
Client Portfolio Growth (VIC & High Potentials)
Own the regional VIC strategy, including identification, action plans, and performance management
Create tailored development plans for each client cluster (VIC, High Potential, dormant, new clients)
Collaborate with Retail Management and E-Commerce to monitor top-client results and ensure consistent follow-up
Provide client lists and segmentation insights to the Events and Experience team to support event targeting, VIC activations, and personalized experiences
Track ROI and revenue impact of all client development initiatives
Analytics, Insights & Reporting
Lead use of CRM dashboards, analytics, and reports, transforming insights into actionable recommendations
Ensure strong data quality, data capture, and CRM health metrics
Partner with Global CRM to request enhancements, localize tools, and share regional insights
Build weekly and monthly performance reviews for Retail, Corporate and Executive teams
Cross-Functional Collaboration
Partner with the Retail Events and Experience team to ensure alignment between targeting and experience delivery, events, and VIC activations
Collaborate with Retail, Training, Events and Experience, E-commerce, Merchandising, and Communication to support commercial priorities and launches
Provide CRM-driven insights that guide experience design, event attendee selection, and personalized activations
Client Development Programs & Innovation
Design scalable client development programs (welcome journeys, reactivation, nurturance flows)
Innovate new clienteling approaches based on data, market dynamics, and competitive insights
Drive the personal stylist business and external partnerships through tailored CRM insights and top-client development opportunities
Clienteling Activities
Ensure strong adoption and execution of clienteling strategy, CRM tools, and private appointment culture across stores
Drive performance on CRM and client KPIs by leveraging analytics and monthly performance reviews
Coordinate VIC mapping and follow-up with Retail Management, monitoring their commercial contribution
Provide targeted clienteling resources to support retail priorities, events, and experiences
Use client data to develop personalized action plans based on purchase behavior and demographics
Client Development & Gifting
Partner with store teams to develop and monitor action plans to grow existing and future VICs
Manage the client gifting and experience budget for the region, ensuring impact and ROI
Support Global and Corporate teams in selecting and coordinating clients for local and international experiences
Identify and recruit new High