Diesel Head of CRM & Customer Strategy
- Employment
- Full-Time
- Seniority
- Director
- Compensation
- €80,000–85,000/year
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jul 25, 2026
About Diesel
Diesel, a prominent name in the denim and casual fashion industry, has consistently been at the forefront of innovation, setting trends and redefining the luxury market. As part of the OTB Group, Diesel operates globally, with a presence in over 80 countries and more than 400 company-owned stores. The brand is renowned for its premium casual wear and its commitment to delivering exceptional customer experiences.
Diesel seeks Head of CRM & Customer Strategy in Milan/Breganze to lead global customer acquisition, engagement, retention and loyalty strategy across all channels.
Role & Responsibilities
- Define and execute the global Customer Strategy, setting priorities, objectives and KPIs across all customer touchpoints
- Lead the Customer Insights function, transforming customer data into actionable insights to support commercial and strategic decisions; ensure effective CRM data governance and compliance with privacy regulations
- Define the global CRM contact strategy, overseeing digital campaigns, customer journeys, segmentation and personalization to drive acquisition, engagement and retention
- Lead the global Customer Engagement strategy, including clienteling initiatives, loyalty programs and the global retail events calendar, in partnership with Regional Retail and Marketing teams
- Drive the adoption of customer engagement tools, processes and best practices across the global retail network
- Define global Client Service standards, ensuring a seamless pre- and post-sales experience across all channels and markets
- Lead the roadmap of customer technologies and CRM capabilities, identifying opportunities to improve customer experience and business performance
- Partner with Retail, Marketing, Ecommerce, Merchandising and IT to embed customer strategy into business priorities
- Coordinate Regional Customer teams, providing governance, direction and support to ensure consistent execution globally
- Lead the CRM vendor ecosystem by scouting new partners and technologies, managing existing suppliers and ensuring successful delivery of CRM initiatives
- Manage the global Customer Strategy budget and monitor performance through defined KPIs
Qualifications
- 10+ years' experience in Customer Strategy, CRM or Customer Engagement roles within luxury or premium fashion retail
- 5+ years of proven experience leading customer strategy across CRM, clienteling, loyalty and customer analytics
- Demonstrated experience designing omnichannel customer journeys and CRM activation programs across contact channels
- Strong analytical mindset with experience leveraging customer insights to drive business decisions
- Solid understanding of retail operations and customer engagement in physical stores
- Deep knowledge of CRM platforms, customer technologies and data ecosystems in a global environment, including China and Japan ecosystems
- Outstanding people management skills and proven track record managing dotted-line reports in an international, multicultural context
- Strong stakeholder management skills with the ability to influence cross-functional teams
- Strategic thinker with a hands-on execution mindset
- Genuine passion for client service excellence and knowledgeable about the Fashion & Luxury industry
- Fluent in English
Skills
Experience
10+ years in Customer Strategy, CRM or Customer Engagement roles within luxury or premium fashion retail, with at least 5+ years of proven experience leading customer strategy across CRM, clienteling, loyalty and customer analytics. Experience designing omnichannel customer journeys and CRM activation programs across multiple contact channels required.
Education
Not specified
Workplace
The role is situated in Milan, Lombardy, Italy.
Compensation
The base compensation for this position ranges from EUR 80,000 to EUR 85,000 per annum.
Benefits
Variable incentive plan (10% of gross annual salary); supplementary health insurance; supplementary pension plan; flexible working hours and smart working options; work-life balance initiatives; continuous learning and professional development opportunities; exclusive discounts on OTB Group brands' products; corporate welfare services including company restaurant, gym, beauty centre, nursery and osteopathy studio; corporate volunteering initiatives
Culture
Diesel fosters a dynamic and inclusive workplace culture that values creativity, innovation, and collaboration. The brand encourages personal and professional growth, empowering employees to contribute to its legacy of excellence in the fashion industry.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Diesel, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Global Customer Strategy Director», «Director of Customer Engagement & CRM», «Customer Experience & Loyalty Director», «Customer Strategy & Engagement Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.