OTB Group CRM & Customer Experience Manager

OTB Group is an international fashion conglomerate that houses a portfolio of contemporary and luxury brands. The group is recognized for its entrepreneurial culture, creative direction and a strong emphasis on brand autonomy, design-led innovation and progressively integrating sustainability across operations. As an employer, OTB offers a fast-paced, cross-disciplinary environment typical of global fashion houses.

1. Define and execute the company CRM strategy to increase customer acquisition, retention and lifetime value across digital and physical channels.
2. Design, implement and govern omnichannel customer journeys integrating e-commerce, mobile app, physical stores, social channels and customer service touchpoints.
3. Develop and manage personalised communication programmes (email marketing, SMS, push notifications) to drive engagement and conversion.
4. Segment customer base using behavioural and transactional data to enable targeted campaigns and lifecycle marketing.
5. Collaborate closely with marketing, sales, IT and customer service teams to ensure system integration, data consistency and unified customer profiles.
6. Establish KPIs and dashboards to monitor campaign performance, customer satisfaction and conversion metrics; use insights to optimise programs.
7. Implement feedback and satisfaction measurement tools and translate insights into continuous improvements across touchpoints.

1. Minimum 3–5 years' experience in CRM, customer experience or a closely related role, preferably within e-commerce or retail.
2. Proven experience in designing and executing omnichannel projects and customer journey mapping.
3. Advanced knowledge of CRM strategies and lifecycle marketing principles.
4. Strong data-driven mindset with proven capability in customer segmentation and campaign optimisation.
5. Excellent communication and stakeholder-management skills to coordinate cross-functional initiatives.
6. Customer-centric orientation and ability to perform in a fast-moving, evolving commercial environment.

1. CRM strategy
2. Omnichannel implementation
3. Customer segmentation
4. Email marketing
5. SMS campaigns
6. Push notifications
7. Customer satisfaction measurement
8. Data analysis for marketing

At least 3–5 years in a CRM, customer experience or digital marketing role, ideally within e-commerce or retail environments where the candidate led omnichannel or lifecycle marketing initiatives.

Bachelor's degree in Marketing, Business, Statistics, Data Analytics or a related discipline is preferred.

The group fosters an entrepreneurial, brand-driven culture that values creativity, collaboration and commercial rigour. Employees operate in an international, design-led environment where cross-functional teamwork and agility are essential to bring brand experiences to market.