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
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
- 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.