Richemont CRM Manager
- Employment
- Full-Time
- Seniority
- Mid-Level
- Compensation
- €50,000–60,000/year
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Jul 7, 2026
About Richemont
Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.
Richemont seeks CRM Manager for Serapian in Milan to develop omnichannel CRM strategy, manage campaigns and drive customer engagement across retail, e-commerce and wholesale.
Role & Responsibilities
- Define and implement the brand's omnichannel CRM and client engagement strategy, ensuring seamless integration across all touchpoints (retail, e-commerce, wholesale) and alignment with marketing and business objectives
- Create and execute the CRM strategy with omnichannel data integration across all channels, mapping the complete customer journey across online and offline touchpoints
- Manage and leverage CRM platforms (Salesforce, HubSpot, Adobe Campaign) and marketing automation tools, optimizing their capabilities for client interaction and data management
- Monitor and analyse CRM KPIs and cross-channel business trends to optimize customer retention, reactivation, engagement and conversion rates
- Drive customer retention and lifetime value through targeted digital and omnichannel CRM initiatives, delivering personalized experiences at every touchpoint
- Oversee integrated CRM campaigns and client communications across all channels, ensuring consistent brand experience and compliance with privacy regulations
- Develop advanced customer segmentation strategies and targeted marketing initiatives leveraging data insights from digital and physical client behaviours
- Plan and manage email, SMS, push notification and loyalty campaigns
- Oversee media budget and develop performance marketing campaigns in collaboration with media agencies and external partners
- Partner with retail teams to strengthen clienteling practices and CRM adoption within stores
- Coordinate with regions on A&P budget progress, consolidation and spending status, assisting with vendor setup, purchase orders and invoice management
- Establish annual wholesale support strategy and marketing calendar in coordination with Sales, Wholesale and Marketing leadership
Qualifications
- Minimum 8–10 years of experience in CRM, digital marketing, media planning or related fields
- Demonstrated CRM and omnichannel strategy expertise in a luxury maison HQ environment
- Strong knowledge of CRM platforms (Salesforce, HubSpot, Adobe Campaign) and marketing automation tools
- Experience managing paid media campaigns across major digital platforms
- Analytical mindset with proficiency in data analysis and reporting
- Strong project management and stakeholder management skills
- Excellent communication and presentation skills with ability to work cross-functionally across marketing, sales and e-commerce teams
Skills
Experience
8–10 years of progressive experience in CRM, digital marketing, media planning or related fields, with demonstrated expertise in omnichannel strategy and execution within a luxury maison headquarters. Proven track record managing CRM platforms, paid media campaigns, customer segmentation and cross-functional teams in a complex, multi-channel environment.
Education
No specific education requirements stated; bachelor's degree in Marketing, Business, Digital Marketing or related field is typically expected.
Workplace
This position is based in Milan, Lombardy, Italy.
Compensation
The base compensation for this position ranges from EUR 50,000 to EUR 60,000 per annum.
Benefits
Annual bonus plan; 8 EUR meal voucher per working day; welfare benefits
Culture
Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.
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 Richemont, 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 Specialist», «Digital CRM Director», «Customer Engagement Manager», «Omnichannel CRM 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.