BOTTEGA VENETA Global Client Engagement Director

Kering · Milan

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Summary

Job Description

How will you contribute?

As Global Client Engagement Director you will define, design and deliver strategy and tools to develop our clients business in markets, and elevate their experience in all the client touchpoints, playing a pivotal role in shaping and delivering the brand’s WW client development strategy with measurable impact. You will be responsible for defining the clienteling strategy, leading the implementation of the roadmap to drive client growth across segments, and elevate the client experience across all physical and digital platforms.

1- Lead and define the Global Client Strategy

• Develop and implement the global client development strategy for all client segments and across all markets, ensuring full alignment with brand values, business priorities, and commercial goals.
• Effectively communicate the vision to all stakeholders involved, while fostering strong cross-functional collaboration.
• Build and manage a comprehensive Worldwide Client Engagement Calendar that supports strategic business priorities.

2- Elevate Client Experience Across All Touchpoints

• Define the vision for a seamless and emotionally resonant client journey across every brand touchpoint—boutiques, events and online platforms
• Create and embed core pillars of the Retail Client Experience to serve as the foundation for elevated in-store interactions
• Design and deploy 360° activations and animations in-store to enrich engagement and storytelling.
• Design client experiences attached to specific services
• Build a Store planning client experience partnership, ensuring consistent and localized execution.

3. Lead and Scale Clienteling Activities Globally

• Oversee and enhance one-to-one clienteling strategies and daily practices within stores, ensuring excellence in execution.
• Establish KPIs and methodologies to maximize ROI of client development initiatives and store-level activations, driving both experience and profitability.
• Partner with internal stakeholders (e.g., Kering Group) to evolve and optimize clienteling tools and lead training programs for regional and local teams, ensuring their effective deployment by coaching and empowering local teams to integrate them seamlessly into their daily practices.
• Roll out global client feedback mechanisms (e.g., Net Promoter Score, Mystery Shopping) and use insights to build targeted action plans

4. Oversees CRM Campaign Strategy & Execution

• Lead the global CRM campaign calendar in collaboration with cross-functional teams, ensuring alignment with brand, commercial, and experience goals.
• Optimize the effectiveness of CRM campaigns through personalization, segmentation, and data-driven insights to drive revenue, retention, and engagement.
• Monitor campaign performance and implement continuous improvement processes to ensure relevance and impact across client segments and regions.

Key requirements

• Minimum 10 years of experience in client engagement roles within the luxury retail industry
• Proven leadership in managing cross-regional initiatives and aligning stakeholders across HQ, regions, and store networks

• Experience in designing and delivering bespoke experiences for Clients across multiple channels.

• Creative mindset with a refined aesthetic sensibility and ability to translate brand DNA into meaningful client journeys

• Robust analytical skills
• Excellent communication and interpersonal skills; comfortable engaging with executives, regional directors, and retail teams

• International experience working across multiple luxury markets
• Fluent in English; proficiency in additional languages is a strong asset.

What Success Looks Like

• A globally unified yet locally adaptable client development strategy
• Measurable growth in client engagement, satisfaction, and retention
• Elevated store experience consistently delivered across regions
• Efficient and effective use of clienteling and CRM tools with strong ROI
• Ability to embody the brand vision and to deliver results bringing different stakeholders on board

Why work with us?

This is a fabulous opportunity to join the Kering adventure and to actively contribute to the development of the business by becoming part of a global Luxury Group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering, and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background. 

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