Victor Sosa Martinez

Client Experience and Crm Specialist @Max Mara Fashion Group

Enhancing luxury customer experiences through innovative clienteling strategies, advanced CRM solutions, and data-driven engagement initiatives that drive measurable results. • Increased client engagement conversion rate by 20% and UPT by 2.0 unities through the implementation of CRM strategies and retention programs focused on teamwork performance and targeted boutique-level KPIs. • Cultivated long-term client loyalty by designing personalized outreach initiatives, hosting exclusive private appointments, and fostering meaningful client relationships. • Optimized CRM tools to analyze customer preferences, develop targeted marketing campaigns, and ensure seamless, personalized service across all client touchpoints. • Spearheaded boutique-level outreach programs aligned with Max Mara’s global luxury vision, boosting customer engagement and satisfaction. • Managed gifting programs, overseeing budgets and curating bespoke experiences that strengthened client relationships and reflected the brand’s elegance. • Led team training on CRM best practices, enhancing team performance and ensuring consistent delivery of luxury client service. • Monitored and analyzed clienteling initiatives, using insights to refine strategies and drive continuous improvement in engagement and retention efforts.