Global Head Of Crm

Diesel has long been a leading pioneer in denim and casual fashion, known for moving outside and aHead of trends in its industry. While retaining always its DNA, in recent years Diesel has evolved into the world of premium casual wear, becoming a true alternative to the established luxury market. Diesel is a truly worldwide organization. It is present in more than 80 countries with 5,000 points of sale, including more than 400 company owned stores.

GLOBAL HEAD OF CRM & CONSUMER EXPERIENCE

The Global Head of CRM & Client Experience will drive & define the Global CRM & CX Omnichannel Strategy to maximize engagement, acquisition, retention and customer lifetime value. As a forward thinker and customer oriented, she/he will seek new opportunities for improvement, able to define and project manage the client animation path in the company. She/he will be partnering with business leaders both in HQ and in the Regions to successfully implement the strategy and exploit the CRM business potential. 
He/She will define the strategic direction on how to develop and maintain the highest satisfaction for all clients and prospect interacting with Diesel, with direct impact on the brand image, customer loyalty, business results and strategic plans.  
She/he will define the strategic direction of client remote assistance, with direct impact on the brand image, customer loyalty and strategic business plans. 

KEY RESPONSIBILITIES:
•    Define, develop and deliver the Global CRM & Customer Omnichannel Experience Strategy & Goals;
•    Build a culture of "client centricity" within the company, define processes and tools that allow a remarkable customer experience;
•    Maximize customers engagement and customers lifetime value;
•    Lead the strategic direction of the Diesel CRM contact strategy (including marketing, products, promotional, lifetime triggered campaigns) to maximize conversion & retention;
•    Supervise the management and development the Diesel Loyalty Strategy and Program;
•    Define the strategy of the 1to1 clienteling, clarification of retail associate role in the client engagement and retention, define targets and plan the necessary resources to maximize the adoption and the results;
•    Supervise the strategic direction for Diesel Client Service;
•    Complete initial roll-out and define strategic direction for the second phase of the Diesel After Sales program;
•    Enhance the Consumer Insights Team role in order to fuel a customer centric mindset across the organization and maximise the business potential of client data;
•    Relaunch & maximise the adoption of the Voice of Customer program;
•    Grow and lead a team of data-driven and customer value-minded, creating a culture of innovation & accountability;
•    Define and manage the CRM and Client Experience budget at a global level, supervise and coach the regional with regards the local budget management;
•    Nurture and develop a close partnership with global departments like Marketing, Merchandising, Retail, Ecommerce and IT;
•    Partner with the Regions for local adaptations and monitor the delivery of the global CRM strategy and overall client experience execution in line with WW ;
•    Consistently identify areas of opportunity to improve performance/adopt new tools or ways of working through investment in new technologies collaborating with vendors and 3rd party partners on all matters of project implementation;
•    Align with regional and global upper management on insights and action plans, and provide the business with regular quantitative and qualitative feedback on global customer service performances;
•    Responsible for CRM privacy & legal related topics.

REPORTING FUNCTIONS:
•    Customer Experience (Omnichannel Customer Experience, including After Sales & Second Hand and Voice of Customer program);
•    Global CRM (Ominchannel Loyalty Program & CRM Campaign);
•    Global Client Service (coordinating also the European Client Service Team);
•    Customer Insight.

REQUIREMENTS: 
•    +10 years prior experience in CRM & CX;
•    A previous CRM / CX Manager experience, preferably in premium retail, Fashion is a plus;
•    Background in Omnichannel is highly appreciated;
•    Fluency in English (any other languages are a plus);

LOCATION: Breganze (VI) 

#DSL #LI-AR