Client Experience & VIC Development Manager
Company: Ermenegildo Zegna N.V.
Location: New York
Posted on: April 28, 2024
Job Description:
ABOUT ZEGNA
Following the path traced by the founder Ermenegildo over 110 years
ago, ZEGNA is now internationally recognized as a leading global
luxury menswear brand. Established as a fabric maker in the
mountains of Piedmont, ZEGNA is part of the Ermenegildo Zegna
Group, which counts more than 6,000 employees. Managed by Gildo
Zegna as Chairman and CEO, Ermenegildo Zegna Group designs,
creates, and distributes luxury ready-to-wear and accessories under
both the ZEGNA and Thom Browne brands to over 500 stores. The Group
also operates TOM FORD FASHION through a long-term license
agreement with The Est--e Lauder Companies Inc. to over 100 stores.
As of 30th September 2023, ZEGNA has 403 stores of which 242 are
directly operated. The brand remains committed to leveraging its
rich heritage to build a better present and future.
YOUR OPPORTUNITY
As the Client Experience & VIC Development Manager for Zegna you
will report directly into the Sr. Director of Client Relations.
Your main goal will be to elevate the luxury client journey into an
elite exclusive experience through dedicated experiences and
delightful moments. Being the point of reference for the entire
retail network for the cultivation of HNWI clients and prospects,
the Client Experience & VIC Development Manager will be a key
business driver and will play a pivotal role in enhancing the
loyalty and the relationship with Zegna's top clients in North
America.
This role supports strategizing, planning, designing, and executing
client journeys with the goal of increasing engagement, client
spend and UHNWI database growth. The ideal candidate must have
strong organizational and communication skills to deliver upon
these activities.
Reporting directly to the Sr. Director of Client Relations, you
will partner closely with local and HQ teams: Marketing/Events,
CRM, Retail, and CRE (Consumer Retail Excellence). The candidate
should be passionate about client-experiences, luxury and have a
hands-on approach as well as a strong connector to grow the pool of
VIC's and positively impact their share of life with Zegna.
YOUR SCOPE:
- Client Experience and Delighting
- Act as the link between Marketing, Clients, and Stores to
successfully implement and execute strategies to develop the top
client segment to achieve brand goals.
- Partner with Sr. Director and Retail leadership on contact
strategy with top clients regarding delighting moments and
invitations to experiences.
- Work closely with CRM on reviewing client data and analytics to
gain insights for future opportunities and tracking & reporting of
each initiative's results, to ensure ROMI results.
- Share accountability for reaching KPI's on client development
investments.
- Attend Fashion Shows to coordinate and deliver seamless &
impeccable client experience.
- Ensure proper follow up journeys are prepared and clear to
retail staff and pro-actively work on next steps for the clients'
experiences.
- Organize and/or facilitate top client's attendance to
events.
- Act as the the point of reference for stores when dealing with
Customer Care issues for top clients: pro-actively work to find
solutions cross functionally, cross channel and cross market, when
needed, to deliver the highest quality of service and ensure client
satisfaction.
- Coordinate the delighting requests and work in partnership with
Consumer Retail Excellence function in HQ to guarantee timely
production and delivery to stores.
- Proactively suggest delighting solutions, based on the clients'
preferences.
- Provide continuous support to retail staff, training on
clienteling practices and client delighting to achieve excellence
in the execution.
- In partnership with Retail Development & Learning Team, work to
develop specific training materials regarding high-end client
development.
- Client Journey
- In partnership with CRM, support planning and executing
individualized communication to top clients to deliver the Zegna
Journey.
- Collaborate with CRM to define, order & disseminate marketing
tools and materials.
- Client Portfolio Management
- Ensure accuracy of new Top Client allocation within our team's
portfolio, collaborating with CRM team.
- Support CRM when in stores and/or at events to ensure high
quality client codification and data capture through clienteling
app.
- Identify high potential prospects in events or through database
analytics / reports.
- Miscellaneous
- Support and monitor logistics with stores / delivery of goods,
being the stores' point of reference for contacts with external
local partners.
- Vendor Invoices into finance systems
Skills & Qualifications:
- 3-4 years of relevant experience in marketing, client
development or retail management.
- Strong Analytical skills and attention to detail.
- Passion and high sensitivity for the luxury world
- Advanced proficiency of PowerBI and Excel.
- Strong communication and relationship-building skills
- Strong computer / presentation skills
- Exceptional organizational and project management skills.
- Excellent interpersonal and follow-through skills
- Service and deadline oriented
- Ability to problem solve and multi-task.
- Self-starter and a team player
- Proven ability to work independently & collaboratively with
different levels within the organization.
- The hiring range for this position ranges from $90,000-$95,000
annually, with bonus potential. The rate of pay offered will be
dependent upon candidates' relevant skills and experience.
Keywords: Ermenegildo Zegna N.V., North Bergen , Client Experience & VIC Development Manager, Executive , New York, New Jersey
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