OTB Group Senior Manager, CRM and Client Development

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.

Role & Responsibilities

• Lead the implementation and localization of Diesel's global CRM and client development strategy across North America, ensuring alignment with global priorities while adapting to regional business needs
• Champion a client-first culture across the retail network, embedding best-in-class clienteling behaviors that elevate both in-store and omnichannel customer experiences
• Maintain a strong in-store presence, spending 80% of time coaching, mentoring, and supporting Store Managers and Client Advisors while leading by example through direct client engagement
• Train and inspire retail teams in clienteling best practices, including outreach, appointment selling, relationship management, and long-term client retention
• Identify and develop in-store Clienteling Ambassadors who champion best practices and drive adoption across the retail network
• Localize and execute Diesel's global CRM contact strategy across North America to maximize client engagement, conversion, and retention
• Develop and manage a regional CRM 1-1 campaign calendar that includes product launches, marketing initiatives, promotional campaigns, loyalty communications, in-store activation support, and lifecycle-triggered journeys
• Own the analysis of CRM, clienteling, loyalty, and key performance indicators, including client acquisition, retention, repeat purchase, average spend, appointment conversion, and customer lifetime value
• Translate business insights into actionable strategies that improve store performance and drive measurable commercial results
• Lead North America's client engagement strategy by developing meaningful client experiences that strengthen loyalty, increase retention, attract high-value clients, and drive sales
• Partner with Retail, Marketing, and Events teams to design and execute localized client activations, exclusive experiences, appointments, and in-store events aligned with commercial objectives
• Oversee the evolution and execution of the Diesel Clienteling Program in North America through gifting strategies, exclusive benefits, and engagement initiatives that increase participation and retention
• Develop executive reporting, performance dashboards, and success stories that communicate business performance and strategic opportunities
• Champion the adoption and effective utilization of in-store CRM tools and digital platforms that enhance client portfolio management and sales performance

Qualifications

• 5+ years of experience in CRM, Client Development, Clienteling, or Retail Leadership within premium or luxury retail environments
• Proven success designing and implementing clienteling strategies across multiple retail locations, delivering measurable improvements in client engagement and commercial performance
• Extensive experience building relationships with high-value clients and leading by example in a client-facing luxury environment
• Strong coaching and leadership skills with a demonstrated ability to influence, motivate, and develop retail teams to achieve clienteling and business objectives
• Deep understanding of client behavior, lifecycle marketing, omnichannel CRM, and luxury retail operations
• Highly analytical with the ability to interpret CRM and retail performance metrics, identify opportunities, and translate insights into strategic action plans
• Strong commercial acumen with experience driving client acquisition, retention, loyalty, and customer lifetime value
• Experience planning and executing client events, activations, and loyalty initiatives that deliver measurable business impact
• Excellent communication, presentation, negotiation, and stakeholder management skills with experience working across global and cross-functional teams
• Proficiency with CRM platforms, clienteling tools, and Microsoft Office Suite
• Willingness to travel extensively throughout North America, with approximately 80% of time spent in stores
• Availability to work evenings, weekends, and attend all client events and activations as business needs require
• Legal authorization to work in the United States at the time of application

Skills

Experience

5+ years in CRM, Client Development, Clienteling, or Retail Leadership within premium or luxury retail environments. Proven track record of designing and implementing clienteling strategies across multiple retail locations with measurable commercial impact. Extensive experience building and managing relationships with high-value clients in luxury settings and leading retail teams through coaching and mentorship.

Education

Bachelor's degree in Business, Marketing, Retail Management, or related field (or equivalent professional experience in luxury retail leadership).

Workplace

Compensation

The base compensation for this position ranges from USD 115,000 to USD 120,000 per annum.

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.