CRM & Alterations Coordinator

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
As a CRM & Alterations Coordinator for Zegna, you will play a key role within the Retail Flagship Boutique; providing excellent customer service to all customers and internal associates within the assigned store location, with emphasis on systems, communication and practices which maximize an efficient flow of product in and out of the tailor shop.

HOW YOU WILL CONTRIBUTE:

Tailor Shop/Sales Support:

• Ensuring the needs of all customers in the store are met, works in collaboration with colleagues to create a seamless experience.
• Provides support service to all Sales Associates during the check out process and whenever else is needed such as inquiries about alterations or repairs.
• Maintains integrity of alteration forms submitted by the sales team - communicating unclear or missing information to the CA and management
• Enter alterations and repairs tickets into TSM in a timely manner, providing updates to the team when there are changes to the queue promise date.
• Partner with head tailor, communicating supply needs to ops manager.
• Works within a pre-set budget, partnering with management to ensure budgeted external mending costs are not exceeded
• Monitor finished alterations for quality control, immediately reporting quality issues to management and a head tailor
• Finish items - lint roll, check for hanging threads, etc. before preparing item to be picked up by stock team
• Maintain communication with management and vendors regarding need to send queue overflow to be completed externally
• Distribute daily work (alterations to be completed) to each tailor, communicating specials/rushes

CRM:

• Partner with GM to provide service follow up on all client interactions.
• Support the NY Metro CRM Manager & IT, troubleshooting Z2C Issues while also implementing best practices;
• Holiday Gifting: Prepping Gifts (Confirming Addresses and Packing, if needed) Own and update Gift Tracker
• Ownership of Appointments, including but not limited to: reviewing & updating Client Activity log, assigning appointment requests to Client Advisors, and closing out appointment tickets.
• In collaboration with management, assist Client Advisors with monthly outreach tasks, Thank You outreach
• Per CRM needs, extracting required data via CRM reports

Operations:

• In collaboration with the Tailor Shop Coordinator & Management, Ownership of COG.
• Monitoring Daily Log for COG Alterations.
• Following up with Client Advisors for completed work.
• Assisting Quality Control of Alteration tickets + data entry.

WHO YOU ARE:

• Must have a proven track record of exceptional customer service to clients, luxury retail environment preferred
• Must be analytical and detail oriented
• Must possess excellent communication and interpersonal skills
• Ability to problem solve and multi-task
• Self-starter and a team player
• $25.00 - $30.00/hour