POMELLATO: CRM Manager, Americas

Our Opportunity:

We are seeking a data‑driven and strategically minded Customer Service Management Specialist to join the Pomellato Americas team. As the first dedicated CRM hire in the region, this role offers a unique opportunity to build and shape how we understand, engage, and grow our retail customer base.

The role will be responsible for developing a robust customer segmentation and CRM strategy, leveraging data analytics to generate actionable insights, and partnering cross‑functionally to drive client engagement initiatives that translate into incremental revenue growth. This position will play a critical role in enhancing the end‑to‑end customer journey and strengthening long‑term client relationships across the Americas.

Based at the regional headquarters in Midtown New York City, the role reports directly to the President & CEO Americas (acting as Retail Director) and works in close collaboration with the Global CRM Team based in Milan, Italy.

How you will contribute:

Operating at the intersection of data, clienteling, and luxury storytelling, the CRM Manager will partner closely with the global CRM Team in Milan and regional retail, e-commerce, marketing and leadership to ensure a seamless and refined client journey across all touchpoints.

CRM Strategy & Client Lifecycle

• Develop and execute the regional CRM strategy aligned with global brand objectives and luxury best practices.
• Define and manage the client lifecycle, from acquisition and onboarding to retention, reactivation, and advocacy

• Define and track KPIs around customer engagement, repeat rate, churn, and customer lifetime value (CLV).
• Segment clients by value, behavior, and preferences to support highly personalized engagement.

Clienteling & Personalization

• Support boutiques and client advisors with actionable insights, client profiles, and targeted outreach tools.
• Design and deploy bespoke client communications, including collections previews, private appointments, and milestone moments.

Campaign Management

• Plan and execute CRM-driven campaigns across email, direct mail, and one-to-one channels
• Ensure all communications reflect the brand’s tone, heritage, and elevated aesthetic
• Collaborate with global teams to localize campaigns for the US and Mexico markets.

Data, Analytics & Performance

• Own the analysis and interpretation of all CRM and client data—purchase behavior, engagement trends, acquisition sources, and retention metrics
• Maintain data integrity, governance, and enrichment within the CRM platform
• Utilize BI tools (SAP, Cegid especially) to provide clear insights and recommendations to regional and global stakeholders

Cross-Functional Collaboration

• Work closely with Central CRM Management, E-commerce, IT, regional Marketing, Retail, and External Partners to ensure seamless execution.
• Act as the regional CRM subject-matter expert, contributing to global initiatives and system enhancements
• Support CRM training and best-practice sharing across the Americas.

Who you are:

Qualifications & Experience

• 5 – 6 years of CRM, clienteling, or loyalty experience, preferably within luxury jewelry, watches, or fashion industries.
• Proven experience managing CRM platforms (e.g., Salesforce, Microsoft Dynamics, or similar)
• Strong understanding of luxury client behavior and high-net-worth clientele
• Demonstrated ability to translate data into refined, client-centric strategies
• Experience working with regional or international markets and Global Headquarters.

Skills & Attributes

• Highly analytical with a strong sense of discretion and attention to detail
• Exceptional written and verbal communication skills
• Strategic thinker with a hands-on, entrepreneurial mindset
• Comfortable operating in a small, high-performance organization
• Passion for luxury craftsmanship, heritage, and client experience

Key Measures of Success

• Growth in client retention and lifetime value across the Americas retail markets
• Increased engagement and effectiveness of personalized CRM campaigns
• Adoption and impact of CRM tools within retail teams

Salary Range:

For individuals assigned and/or hired to work in New York, Pomellato includes a reasonable estimate of the salary or hourly rate range for this role. This considers the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. In addition, where a candidate falls within the disclosed range estimate may be dependent on the applicable geographic differential associated with the location in which the position may be filled.

A reasonable estimate of the current base salary range is $130,000 - $140,000 per year

Pomellato is committed to building a diverse workforce. We believe diversity in all its form enriches the workplace and our customer experience.  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, qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, people of ALL abilities or other characteristics protected by applicable law.​