CRM & Customer Experience Manager

Location MarosticaVenetoItaly
Type Other
Seniority Mid-Level
Posted Mar 13, 2026
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OTB Group — Marostica: CRM & Customer Experience Manager to lead omnichannel CRM, customer segmentation and personalised communications.

Overview

OTB Group is an international fashion conglomerate that houses a portfolio of contemporary and luxury brands. The group is recognized for its entrepreneurial culture, creative direction and a strong emphasis on brand autonomy, design-led innovation and progressively integrating sustainability across operations. As an employer, OTB offers a fast-paced, cross-disciplinary environment typical of global fashion houses.

Role & Responsibilities

  • Define and execute the company CRM strategy to increase customer acquisition, retention and lifetime value across digital and physical channels.
  • Design, implement and govern omnichannel customer journeys integrating e-commerce, mobile app, physical stores, social channels and customer service touchpoints.
  • Develop and manage personalised communication programmes (email marketing, SMS, push notifications) to drive engagement and conversion.
  • Segment customer base using behavioural and transactional data to enable targeted campaigns and lifecycle marketing.
  • Collaborate closely with marketing, sales, IT and customer service teams to ensure system integration, data consistency and unified customer profiles.
  • Establish KPIs and dashboards to monitor campaign performance, customer satisfaction and conversion metrics; use insights to optimise programs.
  • Implement feedback and satisfaction measurement tools and translate insights into continuous improvements across touchpoints.

Qualifications

  • Minimum 3–5 years' experience in CRM, customer experience or a closely related role, preferably within e-commerce or retail.
  • Proven experience in designing and executing omnichannel projects and customer journey mapping.
  • Advanced knowledge of CRM strategies and lifecycle marketing principles.
  • Strong data-driven mindset with proven capability in customer segmentation and campaign optimisation.
  • Excellent communication and stakeholder-management skills to coordinate cross-functional initiatives.
  • Customer-centric orientation and ability to perform in a fast-moving, evolving commercial environment.

Skills

CRM strategy Omnichannel implementation Customer segmentation Email marketing SMS campaigns Push notifications Customer satisfaction measurement Data analysis for marketing

Experience

At least 3–5 years in a CRM, customer experience or digital marketing role, ideally within e-commerce or retail environments where the candidate led omnichannel or lifecycle marketing initiatives.

Education

Bachelor's degree in Marketing, Business, Statistics, Data Analytics or a related discipline is preferred.

Culture

The group fosters an entrepreneurial, brand-driven culture that values creativity, collaboration and commercial rigour. Employees operate in an international, design-led environment where cross-functional teamwork and agility are essential to bring brand experiences to market.