Client Experience & VIC Development Manager New York Marketing & Customer Experience Marketing & Customer Experience

Ermenegildo Zegna

  • New York City, NY
  • $85,000-95,000 per year
  • Training
  • Full-time
  • 1 month ago
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 Estée 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 clients, experience, 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 clienteling programs following Retail and Marketing goals.
  • Partner with Sr. Director on contact strategy with top clients regarding delighting moments and invitations to experiences.
  • Fashion Show attendance to coordinate and deliver seamless & impeccable client experience.
  • Ensures proper follow up journeys are prepared and clear to retail staff and pro-actively works on next steps for the clients’ experiences.
  • Organizes and/or facilitates top client’s attendance to events.
  • Is the point of reference for stores when dealing with Customer Care issues for top clients: pro-actively works to find solutions cross functionally, cross channel and cross market, when needed, to deliver the highest quality of service and ensure client satisfaction.
  • Coordinates the delighting requests and works in partnership with Consumer Retail Excellence function in HQ to guarantee timely production and delivery to stores.
  • Proactively suggests delighting solutions, based on the clients’ preferences.
  • Grants 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 mainly, works to develop adequate training materials regarding client development through delighting and experiences.
  • Client Journey
  • In partnership with CRM, supports planning and executing lifecycle communication actions to top clients to deliver the Zegna Journey.
  • Ordering & dissemination of marketing tools and materials: Mailers, Flyers, Invitations, Cards, Catalogues
  • Client Portfolio Management
  • Ensure accuracy of new Top Client allocation within our team’s portfolio, collaborating with CRM team.
  • Supports CRM when on the ground to ensure proper and high quality in-store client codification and data capture through clienteling app, as well as taking ensuring this activity is properly done during events and experiences.
  • Identifies high potential prospects in events or through database analytics / reports.
  • Cross-Functional Activity
  • Works closely with CRM on:
  • client data and analytics to get insights for future opportunities.
  • tracking and reporting of each initiative’s results, to ensure ROMI results.
  • is co-responsible for reaching KPI’s on clienteling.
  • Works Closely with Retail
  • empowers teams in-store through training on designing client journeys and ensures they stay on track.
  • Miscellaneous
  • Supports and monitors 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:
  • 4-5 years of relevant experience in marketing, client development and client facing activities.
  • Strong Analytical skills
  • Passion and high sensitivity for the luxury world
  • Advanced proficiency of PowerBI and Excel.
  • Strong organizational, detail oriented, communication and relationship-building skills
  • Strong computer / presentation skills
  • Exceptional organizational and project management skills.
  • Excellent interpersonal and follow-through skills
  • Highly organized, service oriented, 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 $85,000-$95,000 annually, with bonus potential. The rate of pay offered will be dependent upon candidates' relevant skills and experience.
Sales Channels & RetailSales Channels & RetailSales Channels & RetailRetail is more than just the act of selling products. Our Sales Channels & Retail teams bring our customers into our global community, sharing with them our creativity and craft, as well as our story and the journey of each item. These relationships are nurtured by our in-store teams and fostered by our headquarters and regional offices, who, together, are responsible for the definition, implementation, and execution of our retail strategy. It is collaboration, one of shared passion and tenacity, which ensures a level of excellence and a consistent client experience whether visiting our stores in Milan or Beijing.Production & ServicesProduction & ServicesProduction & ServicesOur Production & Services teams, which includes Technical Design, Production, and Operations, bring the artistry of our garments to life. These passionate and skilled individuals are responsible for the entire manufacturing and delivery process: from the sourcing of superior raw materials, to the careful construction of each piece, to how they are delivered to our customers.These teams are divided into two areas: textiles and apparel.Since 1910, we have been guided by the vision of our founder, Eremengildo Zegna, to create the world's most beatutiful fabrics. Today, our textile teams continue this tradition, creating fabrics and accessory collections through a considered combination of craftmanship and innovation.Our apparel production units and teams that create our ready to wear, made to measure, knitwear, and leather goods, produce garments according to our high quality standards and innovative processes and techniques.Thanks to our from sheep to shop, vertically-integrated approch the combined effort of each team ensures that the exceptional quality and vision we’ve become known for is present at every step along the way.Marketing & Customer ExperienceMarketing & Customer ExperienceMarketing & Customer ExperienceWe tell our stories through more than just garments. Our Marketing & Customer Experience teams ensure that our journey is reflected in every touchpoint, from our campaigns and social media posts to how we delight customers in-store and online. We strive to create an inspiring and unique connection with each client, a true luxury experience that speaks authentically to our proud history and vibrant future.Most of these teams are based at our our global headquarters in Milan. The CRM and Content Brand Marketing teams, however, are present globally. Those at our headquarters define Zegna’s brand image and overarching strategy, while those in the regions collect market insight and adapt the central strategy to meet the needs and cultures of local markets.Manage & SupportManage & SupportManage & SupportOur Manage & Support teams ensure that everything runs smoothly. They ensure that people and processes are all heading in the right direction, that complex challenges are overcome, and that all our teams contribute to the growth and evolution of our company. In addition to supporting our staff, our Human Resources, Finance, Legal, and IT teams also take strategic decisions about how we operate as a business today, and where our business will be tomorrow. They are present at our headquarters in Milan as well as in the regions.Design, Plan, DevelopDesign Plan DevelopDesign, Plan, DevelopArtistic talent and creative expression are key to our collections. So is craftsmanship, as we constantly tailor our traditions to reflect the evolving needs of our customers. These characteristics all can be found in our teams that Design, Plan, and Develop the garments for our collections.The majority of these teams are based at our offices in Italy and Switzerland. Our Made to Measure ambassadors, however, can be found around the globe, due to the personal nature of this service. Whether based in Milan or our New York store, these teams work together so that our brand speaks with a single creative voice. They also collaborate to guarantee our products possess the excellence, innovation, and attention to detail our customers expect.Related PositionsContribute to our proud legacy, and shape our vibrant future, as what makes you, makes Zegna.,language EnglishsitemapBrandsGROUP SITESlegalErmenegildo Zegna N.V., Amsterdam, P.IVA 00154990022 PEC.Cookie policyWe use technical cookies, that are always enabled and necessary for the website to work correctly, and analytic and profiling cookies, including third party ones, to allow us to measure the usage and performance of the web site and send advertising, including targeted advertising. To accept all cookies, click . To manage or disable cookies click on . To refuse all cookies and close the banner click on ; in this case you can continue to navigate the site and only technical cookies will be used. If you would like to learn more, please read our

Ermenegildo Zegna