Manager, CRM & Client Development - Diesel NAM

About OTB Spa OTB is an international fashion group, powering a range of global, unconventional brands, including Diesel, Jil Sander, Maison Margiela, Marni, and Viktor&Rolf. The group also controls the Staff International and Brave Kid companies, and holds a stake in L.A. brand Amiri. OTB embodies the brave, innovative and unapologetic spirit and vision of its founder and chairman Renzo Rosso, who disrupted the world of fashion with an open-minded, highly creative mentality, aimed at “building not the biggest, but the most alternative fashion group,” as he stated. As its name suggests, - OTB stands for “Only The Brave” - the group pushes boundaries and challenges established rules to re-define the world of fashion and lifestyle, by fostering the creativity of international talents. Through its know-how and state-of-the-art facilities, the group supports the brands in its portfolio in the development of authentic, individual concepts and sustainable, successful businesses. Embracing consumer-centric digital innovation and advanced technologies, OTB transforms ideas into distinctive and responsible creations targeting unconventional, forward-thinking individuals.

OTB Spa

FashionApparelDesignLifestyleand Luxury Goods

O

otb.net

5,001-10,000 employees

Retail Luxury Goods and Jewelry

Breganze, VI

Privately Held

137k LinkedIn followers

• Lead the implementation and localization of Diesel's Global CRM & 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.
• Partner closely with Global CRM and Client Experience teams to identify and drive strategic opportunities, leverage customer insights, and continuously evolve CRM and clienteling initiatives.
• Act as the regional expert for client development, influencing business decisions through customer insights, market trends, and retail best practices.
• Foster collaboration across Retail, Marketing, E-commerce, Events, Merchandising, and Global teams to deliver consistent and elevated client experience.
• 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 with 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.
• Partner with Retail Director and Regional Managers to identify business opportunities, develop action plans, and maximize client acquisition, retention, and CRM KPIs.
• 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 in addition to Global communication priorities.
• Partner with Marketing and E-commerce teams to optimize omnichannel communications and ensure 1-1 campaign performance aligns with overall commercial objectives.
• Partner and support with E-commerce teams to define and optimize client audience segmentation for email campaigns, leveraging CRM insights to drive engagement, conversion, and commercial performance.
• Continuously evaluate campaign effectiveness and recommend improvements based on customer insights and performance data.
• Own the analysis of CRM, clienteling, loyalty, and KPIs, including client acquisition, retention, repeat purchase, average spend, appointment conversion, outreach effectiveness, and customer lifetime value.
• Translate business insights into actionable strategies that improve store performance and drive measurable commercial results.
• Partner with Retail leadership to establish client development goals, coach teams toward KPI achievement, and drive accountability across the retail network.
• 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.
• Lead North America's Client Engagement Strategy by developing meaningful client experiences that strengthen loyalty, increase retention, attract new 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.
• Ensure every activation includes measurable client development goals, post-event follow-up, and ongoing engagement strategies that maximize conversion and long-term relationships.
• Oversee the evolution and execution of the Diesel Clienteling Program in North America, through gifting strategies, delivering exclusive benefits, experiences, and engagement initiatives that increase participation, segmentation growth and retention.
• Partner with the Global Clienteling and CRM team to deliver exceptional client experiences while providing ongoing regional insights that influence future CRM strategy, service standards, and brand initiatives.

• 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.
• Comfortable working in a fast-paced, multicultural organization while managing multiple priorities and competing deadlines.
• Proficiency with CRM platforms, clienteling tools, and Microsoft Office Suite.
• Required travel throughout North America with approximately 80% of time spent in stores supporting retail teams and clients.
• Required to work evenings, weekends, and attend all client events and activations as business needs require.
• Serve as a visible brand ambassador at company events—including evenings and weekends as business needs require—hosting clients, overseeing client and team member interactions, and supporting event logistics.

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