CRM Coordinator

Employer: Ermenegildo Zegna Group
Location: Bal Harbor, Florida, United States
Closing date: 28 Apr 2023

Function: Customer Service
Level: Coordinator / Executive
Hours: Full Time

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Job Details
Company

Job Details

Why Join Us
The Ermenegildo Zegna Group is one of Italy's most famous family driven enterprises and a world leader in luxury menswear. Founded in 1910, Zegna is deeply grounded in history and craftsmanship, yet always at the forefront of contemporary innovation and style. We are pioneers who embrace change, take ownership of our actions and work to create the world we want. With over 500 points of sale and 7,000 employees worldwide, we're as proud of our people as our products and look for others that share our passion and commitment to excellence and authenticity.

YOUR OPPORTUNITY
Reporting directly to the General Manager, the CRM Coordinator will be responsible for driving the last mile of client-centric activities; track performance of those initiatives; draw learnings from activities and make effective initiatives repeatable.
The core responsibilities of this position include, but are not limited to, the following:

HOW YOU WILL CONTRIBUTE:

Review weekly CRM KPIs by CA and work with GM and CA's to develop monthly action plans. Recap takeaways and report on actual results vs. plan
Leverage client database to drive business
Partner with CA's and GM to ensure the highest level of in-store client experience and to develop personal relationships with new and loyal clients; provide support for client appointments (At Home/in-store/virtual).
Partner with GM to provide service follow up on all client interactions.
Identify dormant/inactive opportunities and project manage proposition (offer; look-book plus email body; track performance)
Identify opportunities outside the store to develop new clients (i.e., restaurants, hotels, organizations); source client referrals
Review all Z2C notes to:
Provide feedback to GM to ensure quality
Identify delighting opportunities and brief corporate delighting team on specific needs
Keep gifting menu options top of mind (watercolor sketches…)
Bring to life insights (eg: remind CA of upcoming client birthdays or connect clients with home in Aspen with Aspen GM)
Flag duplicate profiles
Analyze average spend by CA; partner with Sales Manager to strategize and support CAs on how to drive higher spend (eg: from $10k to $30k annual spend; from $30k to Friend of Zegna)
Proactively identify regional calendar opportunities and build actions around those, eg for UN week or Jewish holiday or Frieze art fair or US Open week
Brief corporate CRM on outreach lists needed
Act as project manager for special events in store
Develop email content and lookbooks as needed
Ensure relevant merchandise is available (as tied to CRM outreach messaging)
Identify high potential clients and partner with GM and CA to develop delighting initiatives; maintain gifting tracker; track ROI and organize post-mortem on all gifting initiatives; track client activation
Project manage NEW10 and ensure completion + follow-up + track performances
Provide support for MTM as needed to ensure optimal execution of trunk shows
Identify optimal date and event format
Ensure follow-up calls to confirm appointments
Follow up on cancelled appointments
Communicate with various corporate stakeholders (VM, marketing, merch, MTM)
KPI'S: # of clients activated; Z2C (clients e-registered, % of clients updated, % of notes entered); % of business from outreach; Friends of Zegna; ROI on external partnerships; new clients sourced

QUALIFICATIONS:

Strong computer skills: Excel a must.
Minimum of three years related in-store experience, hospitality/luxury background is a must.
Analytical, detail oriented.
Excellent communication and interpersonal skills.
Ability to problem solve and multi-task.
Self-starter and a team player.
Proven ability to work both independently and collaboratively with different levels in the organization

WHO YOU ARE:

Is passionate and open-minded
Ability to self-learn and self-develop
Detail oriented and ability to work in a fast-paced environment
Strong communication and follow through skills

Company

The Ermenegildo Zegna Group is a leading luxury menswear brand and one of the most renowned businesses in Italy. Founded in 1910 in Trivero, in the Biella Alps, by the young entrepreneur Ermenegildo, whose vision was to ethically create the world’s finest textiles through innovation and the sourcing of the noblest fibers directly from their markets of origin, the company is managed today by the fourth generation of the Zegna family with Gildo Zegna as CEO. Since the late 1980s, the company has implemented a comprehensive strategy of verticalization, creating a global luxury brand which now ranges from fabric to clothing to accessories, and is focused on retailing, pioneering early entry in emerging luxury markets, in addition to being the first luxury brand to open a monobrand store in China in 1991. In 2000 The Group established Fondazione Zegna, of which Anna Zegna is President, to manage the philanthropic activities of the Zegna family in support of organizations that work to improve society and the environment. In 2012 a new Ermenegildo Zegna project was launched worldwide: ZegnArt, an independent commitment focused on international collaboration in the field of visual arts and in February 2014, the Group announced the Ermenegildo Zegna Founder’s Scholarship, a 25-year project named for its founder with an annual investment in education of €1 million. In July 2014, to reach higher standards in its production, the Group acquired the majority share of the Achill wool farm, an Australian property located in the New South Wales region, where Merino sheep are bred. The purchase represents a decisive step for the Zegna company, reconfirming its longstanding support of the wool industry and completing its verticalization strategy.

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