Brioni WW Client Experience Manager

Brioni is a Roman maison renowned for its sartorial menswear and made-in-Italy craftsmanship, offering bespoke tailoring alongside ready-to-wear, leather goods, footwear and accessories. The house is part of the Kering group and is recognised for artisanal savoir-faire, understated elegance and a commitment to exceptional materials and personalised service.

1. Design and implement data-led action plans to increase client retention, uplift spend and recruit new high‑potential clients across global stores.
2. Develop bespoke client journeys and experiential initiatives — including in‑store events, partnerships and targeted campaigns — in collaboration with Retail Directors and boutique teams.
3. Coordinate cross‑functional projects with Marketing, Bespoke, CRM, E‑commerce and Client Service to ensure consistent, elevated client experiences.
4. Supervise and manage relationships with Kering Signature customer service teams globally to guarantee the highest standard of service for Brioni clients.
5. Monitor performance metrics, identify growth opportunities and translate insights into concrete operational plans for stores and HQ stakeholders.
6. Coach and inspire retail teams to deliver memorable, brand‑consistent service both inside and outside boutiques.

1. Proven passion for luxury fashion and deep understanding of high-end retail dynamics.
2. Highly organised, proactive and adaptable with strong project planning capabilities.
3. Collaborative mindset with demonstrated ability to work cross‑functionally across Retail, Marketing, CRM and E‑commerce.
4. Fluent in English; additional languages considered an advantage.
5. Advanced proficiency with Microsoft Office tools (notably Excel and Power Point).

1. Microsoft Office
2. Excel
3. Power Point
4. CRM
5. E‑commerce

Minimum 5+ years of progressive experience in luxury retail, client experience or CRM roles, with a demonstrable track record of delivering client retention projects and driving commercial growth.

Bachelor's degree in Business, Marketing, Luxury Management, Hospitality or a related discipline; advanced degree or specialised training in client experience/CRM preferred.

Brioni operates within the Kering group and combines atelier craftsmanship with an international retail network. The workplace emphasises talent development, internal mobility and collaborative, cross‑disciplinary teamwork while upholding a refined, client‑centric culture and a commitment to diversity and inclusion.