OTB Group Global Customer Insights Manager
- Employment
- Full-Time
- Seniority
- Mid-Level
- Compensation
- €58,000–65,000/year
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Aug 4, 2026
About OTB Group
OTB Group, a renowned conglomerate in the luxury fashion industry, is celebrated for its innovative and avant-garde approach to fashion. Home to iconic brands such as Marni, the group is dedicated to fostering creativity and individuality in its workforce, providing a dynamic and inclusive environment for its employees.
OTB Spa seeks a Global Customer Insights Manager in Milano to lead CRM data governance, analytics, and customer engagement programs across its luxury fashion portfolio.
Role & Responsibilities
- Own CRM data governance and data quality, ensuring compliance with privacy regulations (GDPR) and consent management frameworks
- Manage customer database segmentation and maintain a single, unified customer view across all touchpoints and channels
- Define and deliver CRM KPI reporting and dashboards to drive acquisition, engagement, and retention metrics
- Transform customer data into actionable insights that support commercial and strategic business decisions
- Develop predictive analytics and scoring models such as churn and customer lifetime value (CLV) to anticipate customer behavior and inform targeting strategies
- Define campaign targets, execute campaigns, monitor performance, and apply a test-and-learn (A/B testing) methodology to continuously improve results
- Build analytical and predictive models to support both one-to-many and one-to-one customer targeting
- Design, implement, and manage Customer Engagement Programs, including the Loyalty Program across all brands
- Partner with Marketing, Ecommerce, Retail, and IT to embed customer insights into business priorities and CRM contact strategy
- Ensure data quality controls and audits are in place across CRM platforms and customer databases, escalating and resolving data integrity issues
- Support the evaluation and evolution of CRM and customer analytics tools, working with IT and external vendors
Qualifications
- 5+ years of experience in CRM, Customer Insights, Data Analytics, or Customer Strategy roles, ideally within luxury or premium fashion retail
- Proven expertise in CRM data governance, database segmentation, and customer data management, including privacy and consent frameworks (GDPR)
- Strong hands-on experience building predictive and scoring models (e.g., churn, CLV) and translating them into actionable targeting strategies
- Solid experience defining and executing CRM campaigns with a test-and-learn (A/B testing) mindset
- Strong analytical and data visualization skills with experience building KPI dashboards and reporting for business stakeholders
- Knowledge of CRM platforms, customer data ecosystems, and analytics tools in a global environment
- Strong stakeholder management skills with the ability to work cross-functionally with Legal, IT, Marketing, and Retail
- Strategic thinking capability combined with a hands-on, detail-oriented execution mindset
- Genuine passion for client service excellence and knowledgeable about the Fashion & Luxury industry
Skills
Experience
5+ years in CRM, Customer Insights, Data Analytics, or Customer Strategy roles, ideally within the luxury or premium fashion retail sector. Demonstrated expertise in CRM data governance, customer segmentation, privacy compliance, and the execution of data-driven customer engagement strategies across multi-channel environments.
Education
Not explicitly specified; typically a bachelor's degree in business, marketing, data science, statistics, or a related discipline is expected for this level of analytical and strategic responsibility.
Workplace
The successful candidate will be located in Milan, Lombardy, Italy.
Compensation
The base compensation for this position ranges from EUR 58,000 to EUR 65,000 per annum.
Benefits
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, Ticket Restaurant (meal vouchers), diversity and inclusion policies, corporate volunteering initiatives, exposure to multiple business functions and cross-functional collaboration opportunities
Culture
Marni, as part of the OTB Group, champions creativity through diversity, fostering an inclusive atmosphere where unique talents and perspectives are celebrated and encouraged to flourish.
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 «Customer Data Strategist», «CRM Analytics Manager», «Customer Insights Lead», «Data-Driven Marketing Manager», «Customer Intelligence Director», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.