CRM Specialist

YOOX NET-A-PORTER GROUP is the world leader in online luxury and fashion which comprises a complete luxury retail ecosystem. The Group sells directly to customers globally through its own family of multi-brand online shops NET-A-PORTER, MR PORTER, YOOX and THE OUTNET. The Group’s Online Flagship Stores Division partners with many leading luxury brands to power their own e-commerce destinations. The Group has 4.3 million high-spending active customers globally. As pioneers in bringing together the realms of technology and luxury, YOOX NET-A-PORTER satisfies the most discerning clientele with expertly curated products from the world’s most coveted brands, personalized end-to-end service, the latest technology, and inspiring content, all shaped by 20 years of insights into the modern shopper. To further develop digital capabilities and create synergies, YOOX NET-A-PORTER GROUP has created new departments as Centers of Excellence. One of them, the Growth Department , is responsible for driving new and existing customer growth encompassing all Digital Marketing and CRM actions at the service of our stores. The Growth Team are now seeking a talented CRM Specialist to join the Global CRM team. Some of the essentials for you to know are: Location: our offices in Milan, Italy Reporting into: CRM Manager YOOX Team size : >30 resources approx Contract type : Permanent Work Type: Hybrid Here is a breakdown of what you’ll be doing: Data Wizardry: Leverage cutting-edge analytics tools to interpret data, gain insights, and drive customer segmentation strategies that maximize engagement and ROI. VIP Customer Stewardship: Develop and implement bespoke CRM programs aimed at nurturing relationships with top-tier customers, enhancing their loyalty and maximizing their lifetime value. Campaign Guru: Conceive, brief, and analyse high-impact multi-channel targeted campaigns (email, SMS, push notifications, etc.) that are aimed at cultivating customer loyalty. Optimization Maverick: Continuously A/B test and refine CRM strategies based on key metrics, such as customer lifetime value, churn rate, and click-through rate. Collaboration Champion: Work cross-functionally with teams from Marketing, Analytics, Product, and Technology to implement CRM strategies that align with broader company goals. KPI Trailblazer: Establish, monitor, and report on KPIs, ensuring that all CRM activities are meeting or exceeding company benchmarks. The type of person we are looking for: Analytical Thinker: You have a knack for diving deep into data, extracting valuable insights to influence decision-making. You love solving complex problems and are always looking for ways to improve existing processes. Customer-Centric: You truly understand that the customer is king. You’re passionate about improving customer experience and go the extra mile to make sure our top-tier customers feel valued. Adaptable: In the ever-changing landscape of e-commerce, you’re not only comfortable with change, you embrace it. You’re always eager to learn and adapt to new tools, technologies, and methodologies. Collaborative Spirit : You understand that the best results are achieved not in isolation, but through effective collaboration. You’re at your best when part of a team and can communicate your ideas clearly, while also valuing the input of others. Tech-Savvy : You are familiar with the latest trends and tools in CRM technology. Whether it’s a new analytics software or the latest customer engagement platform, you’re always eager to explore and implement the best solutions. Detail-Oriented: When it comes to execution, you pay close attention to the fine print. You understand that small details can make a big impact, especially in personalized customer interactions. Creative Flair: While data drives your decision-making, you also understand the importance of creativity in crafting compelling customer journeys. You’re not afraid to think outside the box and bring innovative ideas to the table. Highly Motivated: You’re driven by a strong work ethic and are committed to achieving excellence in your role. Challenges excite you and fuel your motivation to deliver results. From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV. YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics. If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly. Experience Level: AssociateWorkplace Type: Hybrid About Us YOOX NET-A-PORTER is a leading online luxury and fashion retail business. Made up of four multi-brand online stores, NET-A-PORTER, MR PORTER, THE OUTNET and YOOX, we connect customers to the world’s most coveted brands, bringing them outstanding style and an impeccable service. In addition, YOOX NET-A-PORTER’s Online Flagship Stores support some of the world’s leading luxury brands in powering their own e-commerce destinations. With 4.5 million customers in 180 countries, YOOX NET-A-PORTER takes a localised approach to serving its clientele around the globe through its network of offices and operations across the US, Europe, APAC and joint ventures with Alibaba in China and Symphony Investments in the Middle East. Across all its operations sits YOOX NET A PORTER’s Infinity 2030 strategy, its long-term commitment to drive a more sustainable and circular fashion system. Leveraging more than 20 years of data and insights, YOOX NET-A-PORTER continues to embrace next generation technologies including AI, augmented reality and digital ID to evolve and enhance the customer journey. YOOX NET-A-PORTER is part of Richemont. Geoffroy Lefebvre is the CEO. Follow YNAP: Instagram/LinkedIn/Twitter/YouTube J-18808-Ljbffr