OTB Group CRM & Client Experience Account
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 15, 2026
About OTB Group
OTB (Only The Brave) is an independent Italian fashion group that incubates and manages a portfolio of contemporary and luxury maisons. Known for an entrepreneurial, brand-driven approach, OTB combines creative autonomy with centralized business capabilities to support growth, international expansion and digital innovation across its labels.
OTB — CRM & Client Experience Account in Milan. Manage CRM campaigns, client journeys and loyalty programmes for luxury fashion brands.
Role & Responsibilities
- Define and execute CRM and client experience activities for assigned brands or projects, translating brand strategy into measurable customer lifecycle programs.
- Design, implement and optimise omnichannel campaigns (email, SMS, in-app, and clienteling) to drive acquisition, retention and loyalty.
- Segment customer bases using behavioral and transactional data to create personalised journeys and targeted offers.
- Set KPIs, produce regular performance reporting and derive actionable insights to improve conversion, AOV and CLV.
- Coordinate cross-functional stakeholders — merchandising, retail, e‑commerce, digital and local stores — to ensure consistent client experience.
- Brief and manage external agencies and vendors for campaign execution, creative production and technical integrations.
- Support loyalty and VIP clienteling initiatives, including bespoke communications, events and in-store coordination.
- Ensure CRM operations comply with data protection regulations and maintain high standards of data hygiene.
Qualifications
- Proven track record in CRM, clienteling or lifecycle marketing within fashion, luxury or premium retail.
- Strong analytical mindset with experience using customer data to build segments, forecasts and performance reports.
- Hands-on experience running email and direct-to-client campaigns and optimising customer journeys.
- Excellent stakeholder management and project coordination skills across commercial and creative teams.
- Experience managing agency partners and briefing creative/technical suppliers to deadline and budget.
Skills
Experience
Typically 3–5 years of progressive experience in CRM, client experience or lifecycle marketing, ideally gained in luxury fashion, premium retail or a digital-first brand environment. Demonstrable results driving retention and loyalty through data-led campaigns are expected.
Education
Bachelor's degree in marketing, business, communications or a related discipline, or equivalent practical experience.
Workplace
This position is based in Milan, Lombardy, Italy.
Culture
OTB combines entrepreneurial independence with the scale of a multi‑brand group, fostering creative risk-taking and cross‑brand collaboration. The workplace values brand stewardship, international perspectives and a results‑driven approach to client engagement.
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 OTB Group, 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 «CRM Account Manager», «Client Experience Account Manager», «Clienteling & CRM Specialist», «Customer Lifecycle Account Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.