Fendi CRM Manager

About Fendi

Founded in Rome in 1925, Fendi stands as one of Italy’s most distinguished luxury houses, celebrated for its exceptional craftsmanship, Roman spirit, and bold creative vision. As an employer, Fendi offers a dynamic environment where heritage and innovation meet across métiers including design, leather goods, fur, ready-to-wear, retail, communications, and corporate functions. The Maison values artisanal excellence, cultural curiosity, entrepreneurial energy, and collaboration, inviting its teams to contribute to a legacy defined by refinement and experimentation. Within the LVMH Group, Fendi provides international career opportunities, strong professional development, and the privilege of shaping the future of contemporary luxury.

Role & Responsibilities

• Maintain an accurate, up-to-date client database by overseeing the collection of client information in stores; train store teams in effective data collection and basic CRM data interpretation using CRM reporting, such as the Store Dashboard.
• Manage monthly local deduplication in line with HQ guidelines and ensure periodic database cleansing.
• Monitor changes to Personal Data Protection Regulations and implement countermeasures with HQ and LVMH in-house legal counsel.
• Achieve annual CRM KPIs, including Data Collection, New Recruitment, Retention Rate and other local KPIs, broken down regionally in line with worldwide annual objectives.
• Monitor weekly and monthly CRM KPI results; work with Retail teams and stores to assess performance, identify improvement opportunities, and develop CRM action and support plans for business expansion.
• Hold monthly touch-base meetings with store managers as needed.
• Analyze business data and client behavior to provide customer insights and actionable recommendations, including client demographics, geographic segments (local clients versus tourists), new versus existing client KPIs, and category-specific insights.
• Design comprehensive CRM reports summarizing ongoing key clienteling initiatives.
• Support local market research and analysis as required.
• Partner with regional Retail, Merchandising, E-Commerce and other relevant teams to set monthly client communication priorities and establish a comprehensive plan for newsletter and one-to-one clienteling campaigns; define and extract target client lists and other resources needed to execute campaigns.
• Increase CRM tool adoption and foster a strong clienteling culture through periodic training, in collaboration with the Retail training team and stores.
• Work with store Clienteling Ambassadors to gather periodic feedback on CRM initiatives and tool functionality; provide regular feedback and proposals to CRM HQ to enhance local activities based on customer experience and market needs.
• Organize periodic Clienteling Ambassadors’ meetings with the Retail Training team to identify and share clienteling best practices and insights, including local competitor activities, with local teams and corporate.
• Organize CRM touch-base meetings with Clienteling Ambassadors and Store Managers to achieve CRM KPIs.
• Partner with regional Retail leads to identify best practices and develop tailored action plans for underperforming store teams.
• Maintain ongoing feedback with the CRM HQ team on clienteling applications and reporting capabilities, following up on troubleshooting and enhancement requests.

Qualifications

• At least 5 years of CRM or client development experience, with a proven track record of developing and managing retention programs and using Salesforce.
• Expertise in Excel for data analysis.
• Bachelor’s degree or equivalent experience.
• Strong strategic and analytical thinking, with outstanding verbal and written communication skills.
• Exceptional organizational skills, meticulous attention to detail, and the ability to manage multiple tasks and deadlines effectively, including budget management.
• Ability to work successfully across multiple business functions and influence stakeholders at all organizational levels.
• Native-level Japanese.

Skills

Experience

At least 5 years of CRM or client development experience; 10 or more years of overall experience.

Education

Bachelor’s degree or equivalent experience.

Culture

Fendi cultivates a workplace culture rooted in Roman heritage, exceptional craftsmanship, and a forward-looking spirit of creativity. As an employer, it offers a refined, collaborative environment where teams are encouraged to combine technical excellence with bold innovation in service of a distinctive luxury vision.

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.