Loro Piana - CRM Manager

About the Role

The CRM Manager will support CRM strategy, client insights, and data-driven initiatives designed to strengthen client relationships and support business growth across the Americas region. Working closely with Retail, Client Development, VIC, and HQ CRM teams, this role will help develop strategies to drive acquisition, engagement, retention, high-potential conversion, and long-term client value while delivering a personalized and elevated client experience.

Responsibilities

• Support and implement the Americas CRM strategy and annual roadmap, aligning regional execution with business objectives and global CRM priorities.
• Help develop data-driven client strategies to support acquisition, retention, repeat purchase, reactivation, and client upgrade.
• Identify growth opportunities and support new CRM strategies, pilots, and seasonal action plans to drive regional performance.
• Support the seasonal gifting strategy, including budget tracking, client allocation, and oversight of execution.
• Provide day-to-day guidance and mentorship to the CRM Associate Manager, ensuring clear priorities, quality of execution, and continued development.
• Support the strategic direction of CRM reporting and analysis, translating data into actionable insights and business recommendations.
• Monitor CRM KPIs and client performance to identify trends, performance drivers, and areas of opportunity.
• Oversee the CRM Associate Manager’s recurring and ad-hoc reporting, maintaining accountability for accuracy, quality, and continued evolution.
• Help prepare and present CRM performance, strategic insights, and opportunities to senior leadership and regional/global stakeholders.
• Support CRM strategy, planning, and measurement across product launches, events, seasonal initiatives, and other key client moments.
• Oversee campaign targeting, deployment, tracking, and performance reporting.
• Leverage campaign performance and client insights to help evolve targeting, engagement, and conversion strategies.
• Drive implementation and adoption of CRM programs across the region, leveraging performance data and store feedback to optimize results.
• Serve as a key CRM business partner across Retail, Client Development, VIC, Events, and HQ CRM, ensuring alignment with broader regional priorities.
• Build strong cross-functional relationships to identify opportunities to leverage CRM data, tools, and client strategies against business needs.
• Partner with Client Development to shape CRM training priorities and support key store trainings and ongoing upskilling.
• Support regional rollouts of new CRM tools, KPIs, reporting, and global programs.

Qualifications

• 5-7 years of work experience in CRM, customer management, client development, data analytics, or a related field, preferably in the luxury, fashion, or retail industry.
• Experience working with CRM platforms and Business Intelligence reporting tools preferred.
• Bachelor’s degree required; Business, Economics, Analytics, Marketing, or a related field preferred.

Skills

• Strong strategic thinking and collaboration skills, with the ability to influence and execute across all levels.
• Advanced proficiency in CRM systems, BI tools, and Microsoft Office (Excel and PowerPoint).
• Strong analytical skills to translate data into actionable business insights.
• Excellent organizational, prioritization, and time-management skills.
• Strong written, verbal, and presentation skills.
• Detail-oriented with a focus on accuracy and data integrity.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, proactive, and independent.