MIU MIU CRM Senior Manager

Fondato nel 1913 in Italia, il Gruppo Prada si è costruito su una tradizione di eccellenza e con una visione di innovazione. Il Gruppo, leader mondiale nel settore del lusso, opera in oltre 45 paesi con i marchi PRADA, Miu Miu, Versace, Church's, Car Shoe e Luna Rossa e conta dipendenti di oltre 100 nazionalità.

JOB PURPOSE

The CRM Senior Manager is responsible for leading the strategy, execution, and performance of CRM, clienteling, and client development across Miu Miu Japan. 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 network.

Primary goals include improving CRM KPIs, increasing customer retention and repurchase, growing the VIC and top-client portfolios, and partnering closely with Retail to embed a client-centric mindset in stores. The role 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

1. Clienteling activities management

• Drive the achievement of CRM KPIs (Data Quality, Prospects capture, Outreaches, Private Appointment, Redemption) for responsible stores
• Track store performance on a weekly and monthly basis across CRM KPIs and client development activities, ensuring ongoing improvement
• 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.
• Responsibility for defining strategic action plans tailored to local market specificities
• Track the performance of global and local clienteling activities and share monthly reports with stores and involved teams
• Oversee digital tools governance, working closely with HQ teams to drive enhancements and resolve critical issues

2. Client 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.

3. Client Portfolio Growth (VIC & High Potentials)

• Create tailored development plans for each client cluster (VIC, High Potential, dormant, new, …).
• Own the regional VIC strategy, including identification, action plans, and performance management.
• Support Global and Corporate teams in selecting and coordinating clients for local and international experiences.
• Contribute to budget planning and the strategic design of local experiences in collaboration with the Retail Events team.

4. CRM Community & Cross-Functional Collaboration

• Partner with store teams and In-Store CRM Managers to create, engage and strengthen the CRM community
• 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, Merchandising, and Communication to support commercial priorities and launches.
• Provide CRM-driven insights that guide experience design, event attendee selection, and personalized activations.

KNOWLEDGE AND SKILLS

Bachelor’s Degree required.

6–8 years of experience in CRM, Client Development, and Clienteling leadership, ideally within luxury retail.

Proven ability to influence and elevate store team behaviors through clienteling training, coaching, and competitive insights.

Strong understanding of client segmentation, CRM analytics, and top-client development.

Advanced proficiency in Excel, PowerPoint, PowerBI, and data visualization tools, with ability to translate insights into clear recommendations.

Excellent relationship-building, communication, and cross-functional leadership skills.

Strategic thinker with strong analytical capabilities and the ability to prioritize and execute.

Flexibility with work hours and regional travel.

English (writing, reading and speaking) is a must

Entrare a far parte della nostra Azienda significa lavorare in un ambiente creativo e internazionale, con team di persone motivate dalla curiosità e dalla ricerca dell'eccellenza. Il motore del nostro successo è l'importanza e il valore che diamo al talento e alla passione delle nostre persone, favorendone la crescita professionale.
Il Gruppo Prada promuove un ambiente di lavoro inclusivo, garantendo pari opportunità a tutti i candidati, indipendentemente da genere, etnia, orientamento sessuale, disabilità, o altre caratteristiche personali. Crediamo che la diversità sia un valore e ci impegniamo a costruire un ambiente di lavoro equo e rispettoso per tutti.