WW Omnichannel Director

Position

Fendi is seeking a highly experienced Worldwide Omnichannel Director to lead its global strategy for seamless and integrated client experiences across all touchpoints. The Worldwide Omnichannel Director will be responsible for defining and executing Fendi's global omnichannel strategy. This leader will drive innovation in how Fendi interacts with its clients, leveraging data and technology to create personalized client journeys.

The position is based in Rome and reports to the WW Managing Director Retail & Wholesale.

Job responsibilities

• The leader will be responsible for E-commerce, CRM, Client Services, Omnichannel Operations and Omnichannel BI & Data.
• Develop and articulate a comprehensive global omnichannel strategy aligned with Fendi's brand identity and business objectives. Provide strong leadership and direction to regional omnichannel teams, promoting a culture of innovation.
• Oversee the design and implementation of a cohesive and elevated client journey across all channels, including brick-and-mortar boutiques, e-commerce platforms, client services, and digital marketing initiatives. Ensure a seamless transition and consistent brand experience for clients interacting with Fendi through various touchpoints.
• Define, develop and execute the global E-commerce strategy to drive business growth while enabling an unparalleled online client experience. Manage e-commerce store management, e-merchandising and digital production, as well as build and execute e-commerce projects on a global scale.
• Drive the global CRM strategy, focusing on client insights, clienteling programs and CRM tools. Drive business growth through the development, implementation and adoption of CRM campaigns. Leverage data to enhance client loyalty and upgrade. Oversee the project roadmap and development of the Clienteling App.
• Promote a data-driven approach to understand client behaviour and purchasing patterns and translate data insights into actionable omnichannel strategies.
• Foster strong partnerships with HQ departments (mainly Retail, Merchandising, Go To Market, Supply Chain, IT) and with Zone Teams.
• Lead the global rollout and optimization of omnichannel tools, technologies, and best practices.
• Build, mentor, and lead a high-performing global omnichannel team, fostering collaboration and professional development.

Profile

• Extensive experience (more than 10 years) in Omnichannel or E-commerce/CRM within the luxury retail sector.
• Strong strategic planning, analytical, presentation, and interpersonal skills.
• Proven ability to translate data into actionable programs and lead cross-functional execution on a global scale.
• Excellent communication skills, with the ability to influence and collaborate effectively across all levels of the organization.
• Demonstrated passion for luxury retail.
• Proficiency in business intelligence software, including Salesforce and Power BI.
• Fluency in English is mandatory; knowledge of Italian would be considered a plus.

Additional information

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