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., West New York , Client Experience & VIC Development Manager, Executive , New York, New Jersey