CRM Manager

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, Versace, Church’s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities. JOB PURPOSE The Group CRM Manager drives the evolution of CRM strategy and performance across the Group, ensuring a consistent approach to CRM governance, KPIs, reporting and best practices across brands and markets. Acting as a key partner to the Digital Group CRM & Client Product Senior Manager, the role translates customer and business needs into actionable CRM initiatives, supports data-driven decision making and drives continuous improvement of CRM capabilities and ways of working. The position is based in Milan, within the Group CRM & Customer 360 department. RESPONSIBILITIES Contribute to the evolution of the Group CRM strategy, governance framework, ways of working and customer lifecycle approach, ensuring alignment and consistency across brands and markets. Own the Group CRM performance framework and KPI catalogue, ensuring consistent definitions, measurement and reporting, and generating insights to support business and roadmap decisions. Drive the evolution of Group CRM reporting and performance monitoring, defining business requirements and priorities in collaboration with CRM & Client Data, Digital Insights and IT Analytics. Drive CRM excellence by identifying improvement opportunities through cross-brand benchmarking, best-practice sharing and structured performance insights, supporting strategic steering and leadership decision-making to strengthen CRM maturity and effectiveness. Translate customer and business needs into analytical questions and CRM initiatives. Support the adoption of CRM strategies, processes and capabilities across Group and Brands, fostering a customer-centric, data-driven culture and enabling the effective rollout of new capabilities and ways of working. Partner with CRM, Marketing, Retail, E-commerce, Digital, IT and Brand teams to translate CRM priorities into actionable initiatives and ensure effective execution across the organization. KNOWLEDGE AND SKILLS 7+ years of experience in CRM, customer engagement, customer analytics or digital marketing, preferably in luxury, fashion or retail within multi-brand organisations. Strong understanding of CRM ecosystems and omnichannel client engagement. Strong analytical and problem-solving skills, with the ability to translate data and customer insights into business actions. Excellent stakeholder management, communication and influencing skills. Strong collaborative mindset, with the ability to build effective relationships and foster alignment across diverse teams, brands, functions and geographies. Flexible, adaptable to change, and able to multitask in a fast-paced, diverse environment. Experience with CRM and BI/reporting tools; knowledge of Power BI and/or SQL is a plus. Full professional proficiency in Italian and English is required. RAL: 50.000 Euro Gross #LI-LS1 Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth. Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all. — Published by Prada Group. Apply on the employer's own posting.