POMELLATO CRM Manager – North Asia

About Pomellato

Pomellato, handcrafted contemporary fine jewellery from Milan. Renowned for its coloured gemstones and its elegant yet unconventional design since 1967. Supporting women and equality.
Working towards a more eco-conscious future, Pomellato has now achieved 100% responsible gold purchasing. Established in Milan in 1967 and crafted by the hands of expert goldsmiths, Pomellato stands out for its unique design and colorful gems which through innovative stone cutting and setting techniques have come to define an unmistakable and iconic style. Pomellato is part of Kering, a global luxury group, managing the development of a series of renowned houses in the sectors of fashion, leather goods, jewellery and watches.

About this role

This role as CRM Manager will play a pivotal role in shaping Pomellato’s client engagement strategy across North Asia, with a primary focus on Japan and dotted functional support for Korea.

Operating at the intersection of client intelligence, luxury storytelling, and commercial performance, this role partners closely with Global CRM in Milan as well as regional Retail, Marketing, E-commerce, and Leadership teams to elevate the client journey across every touchpoint — transforming data into highly personalized experiences that deepen emotional connection, drive retention, and support long-term brand desirability. This position requires a unique balance of analytical rigor, luxury sensibility, entrepreneurial spirit, and human understanding.

The ideal candidate will not only manage CRM performance but help redefine how client relationships are cultivated in a modern luxury environment.

Key Responsibilities

CRM Strategy & Client Lifecycle Management

• Develop and execute the North Asia CRM roadmap in alignment with global brand vision and luxury best practices, with primary ownership of Japan and functional support for Korea.

• Lead the evolution of the client lifecycle strategy — from acquisition and onboarding to retention, reactivation, VIC engagement, and long-term loyalty.

• Define and monitor KPIs related to engagement, retention, repeat purchase behavior, churn, and customer lifetime value.

• Build refined segmentation strategies based on client value, behavior, purchase patterns, and emotional engagement drivers.

• Identify opportunities to elevate client experience through personalization, exclusivity, and service excellence.

Clienteling & Personalized Engagement

• Guide, coach, and empower boutiques and Client Advisors through actionable client insights, elevated clienteling tools, and best practices to strengthen relationship-driven selling and long-term client engagement.

• Develop tailored engagement initiatives including private appointments, collection previews, bespoke activations, gifting moments, and VIC experiences.

• Partner closely with Retail teams to reinforce a culture of relationship-driven luxury selling.

• Contribute to the evolution of omnichannel clienteling capabilities across retail and digital ecosystems.

CRM Campaigns & Direct Marketing

• Lead the planning and execution of CRM-driven activations across email, direct communication, events, and one-to-one engagement channels.

• Ensure all client communications embody Pomellato’s tone of voice, emotional sophistication, and contemporary luxury positioning.

• Collaborate with Global teams to localize campaigns with cultural relevance and regional commercial impact.

• Support storytelling strategies that strengthen emotional engagement and brand desirability beyond transactional communication.

Client Data, Analytics & Business Intelligence

• Own the analysis and interpretation of CRM and client data, translating insights into clear strategic recommendations and actionable business initiatives.

• Monitor acquisition sources, retention trends, client migration, engagement behavior, and productivity performance.

• Ensure strong governance, quality, and enrichment of CRM databases and client information.

• Leverage CRM and BI tools including SAP, Cegid, and related platforms to support decision-making across local and global stakeholders.

• Actively contribute to a more KPI-driven and client-centric culture within the organization.

Cross-Functional Leadership & Transformation

• Collaborate closely with Global CRM, Retail, E-commerce, IT, Marketing, Merchandising, and external partners to ensure seamless execution and alignment.

• Act as the regional subject matter expert for CRM and client intelligence, contributing to global projects and system evolutions.

• Support training initiatives and best-practice sharing to elevate clienteling capabilities across the region.

• Contribute strategically to Pomellato’s next phase of growth and brand elevation in North Asia.

Who you are

• Graduate in Marketing, Business Administration, or related field.

• Client-centric with a passion for delivering outstanding customer experiences.

• Experimented (5+ years) in CRM management including customer loyalty programs, preferably within the luxury retail industry.

• Agile in handling CRM software, such as Salesforce, Microsoft Dynamics, or SAP CRM.

• Analytical with the ability to interpret complex data and derive actionable business recommendations.

• Excellent in communicating with others with the ability to work effectively across teams.

• Fluent in Japanese and English (additional languages are a plus)

Pomellato is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs, 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.