In store clienteling specialist - George V

Ermenegildo Zegna Group
Paris, France
Closing date
7 Jul 2023

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Job Details


As In Store Clienteling Specialist, you will be responsible to support the Store Manager in implementing the retail strategy by training, monitoring and coaching the boutique team in order to meet the Company business target and in order to guarantee an outstanding customer experience.


  • Review weekly CRM analysis with SM and identify weekly projects, action, and recovery plans
  • Review weekly CRM KPIs by CA and work with CA's to develop monthly action plans, weekly reviews, daily activities. Recap takeaways and report on actual results vs outreach plan/targets
  • Ensure each employee achieves the outreach and sales goals set by the Company each year/month
  • Leverage client database to drive business and define client database on a local level
  • Coordinate communication monthly/weekly calendar of Z2C activities for each CA and monitor execution and quality daily
  • Provide support for client appointments (At Home/in-store/virtual)
  • Analyze average spend by CA; partner with SM/ASM to strategize and support CAs on how to drive higher spend
  • Recruit New Potential Zegna Friends (PZF) within and outside of the store
  • Propose SM a service follow-up on all PZF client interactions and action plans
  • Partner with SM/ASM in order to ensure 100% training completion within deadlines
  • Review all Z2C notes to:
  • Provide feedback to SM to ensure quality and provide action and recovery plans
  • Identify delighting opportunities and brief corporate delighting team on specific needs
  • Provide feedback to the SCA based on the CRM function guidelines
  • Develop email content and look casts as needed and based on the CRM function guidelines. Look cast support weekly.
  • Identify high potential clients and partner with SM and CA to develop delighting initiatives; maintain gifting tracker; track ROI and client activations
  • Provide support for MTM (in store) to ensure optimal execution
    • Ensure follow-up calls to confirm appointments
    • Follow up on cancelled appointments
    • Follow up on order
  • Be an ambassador on the floor and support SM/ASM in leading by example on all clientele aspects
  • Focus on prospect conversion using all available assets
  • Support SM and Corporate function in organizing local events and monitoring and tracking the ROI

Internal: Marketing, CRM, MTM in store specialist
External: Customers, Suppliers


Selling, Product Knowledge, Policy and Compliance [Styling / Storytelling / Clienteling]
In-Store experience, Hospitality/Luxury backgrounds is a must
Languages : French, English


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.

Find Us
Via Savona 56/A Milano

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