Cover - Fendi

IS&T Application Lifecycle Specialist CRM & Clienteling

Published on 06.02.2025

Fendi

Information Technology/Information System

Reference: FEND03948

  • Place of employment :

    Rome, Italy

  • Contrat type :

    Permanent Job

  • Required experience :

    Minimum 3 years

  • Work mode :

    Full Time

Position

The CRM & Clienteling Specialist – Functional & Business Analyst - acts as a key liaison between business stakeholders and technical teams, ensuring that CRM and clienteling solutions effectively support the company’s luxury retail strategy. This hybrid role combines deep functional expertise in Salesforce (Service and Marketing Cloud), business analysis capabilities, and a strong understanding of retail and omnichannel client experience.

The position will be responsible for managing both project evolutions and AMS (Application Maintenance & Support) activities related to Salesforce Service Cloud, Marketing Cloud, and clienteling tools, ensuring business continuity and ongoing optimization of customer-related solutions.

The candidate will contribute to the evolution of digital tools aimed at personalizing the customer journey, increasing customer engagement, and empowering retail teams with client-centric technologies.

Job responsibilities

Functional Analyst Responsibilities

  • Act as the point of contact for business stakeholders to gather and validate requirements related to CRM and clienteling processes.
  • Translate business needs into clear functional and Tech specifications, use cases, and process flows.
  • Manage and configure CRM platform functionalities (Salesforce Service & Marketing Cloud) in collaboration with internal and external developers.
  • Participate in system integration design, testing (UAT), release cycles, and continuous improvement initiatives.
  • Support data mapping, workflow logic, and campaign automation set-ups within Marketing Cloud.
  • Define and maintain system documentation, training materials, and user manuals.

Business Analyst Responsibilities

  • Analyze customer behavior, data flows, and usage patterns to identify functional improvements and business opportunities.
  • Collaborate with Data & Analytics teams to support segmentation, KPIs, and reporting for CRM campaigns and clienteling actions.
  • Monitor adoption and performance of clienteling tools in store environments, providing feedback to enhance usability and effectiveness.
  • Benchmark best practices and propose innovation based on industry trends and market evolution.

AMS (Application Maintenance & Support) Responsibilities

  • Manage Level 1.5 / Level 2 support for CRM and clienteling applications, coordinating with internal support and external vendors.
  • Ensure timely resolution of incidents, service requests, and bugs.
  • Monitor application performance, data integrity, and user satisfaction KPIs.
  • Maintain documentation of support procedures and ensure proper knowledge transfer to business users.
  • Actively contribute to release management and post-deployment monitoring.

Profile

  • Bachelor’s or master’s degree in information technology, Engineering, Business Administration, or related fields.
  • 3–5 years of experience in IS&T CRM or clienteling projects, preferably in the fashion/luxury/retail sector.
  • Experience in business/functional analysis within digital or IT projects.
  • Certified and in-depth knowledge of Salesforce Service Cloud and Marketing Cloud is mandatory: i.e. SF Administrator + SF Service Cloud, SF marketing Cloud Admin, SF email specialist, SF Marketing Cloud consultant
  • Strong experience with CRM workflows, campaign management, lead/customer lifecycle processes.
  • Understanding of APIs, integrations, and omnichannel data models.
  • Knowledge of SQL or data query tools is a plus.
  • Familiarity with clienteling tools and retail in-store technologies.
  • Analytical mindset with attention to detail and ability to simplify complexity.
  • Strong communication skills to bridge technical and business stakeholders.
  • Proactive attitude, autonomy, and ability to manage multiple priorities.
  • Passion for customer experience, retail innovation, and luxury brand values.
  • Fluent in English and Italian (spoken and written).

Additional information

LVMH is committed to non-discrimination and respect of each person’s singularities. We recognize and recruit all types of talent

FENDI
MAISON

The Fendi Maison was established by Adele and Edoardo Fendi in Rome in 1925. The opening of the first Fendi boutique – a handbag shop and fur workshop followed. Soon winning international acclaim, Fendi emerged as a brand renowned for its elegance, craftsmanship, innovation and style. Called by the legendary five Fendi sisters, the collaboration with the late Karl Lagerfeld began back in 1965 and lasted 54 years. In 1992, Silvia Venturini Fendi seconded him in the Artistic Direction; in 1994, she is given the direction of Accessories and later of Menswear. In 2000, the LVMH group acquires Fendi becoming in 2001 its majority shareholder. Appointed in 2020, Kim Jones held the role of Artistic Director of Couture and Womenswear until 2024. Since 2020, Delfina Delettrez Fendi, fourth generation of the Fendi family, is Artistic Director of Jewellery. Today Fendi is synonymous with quality, tradition, experimentation and creativity.
Fendi’s first boutique in Via del Plebiscito, Rome (1926) © Courtesy of Fendi

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At LVMH, people make the difference in the art of crafting dreams.Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community. Join us at LVMH, where your talent is at the heart of our collective successes.