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CVM Journey Specialist

Ermenegildo Zegna Group
Milano, Lombardia, Italy
Closing date
3 Feb 2024

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Job Details


Drive the respective region, providing the necessary insight to propel constant improvement of the Consumer Journey and support to reach the CVM yearly targets.
Drive the process of Consumer Journeys to ensure Zegna has a properly integrated Outreach processes in line with the company objectives of creating hyper-personlized journeys to deliver outstanding consumer experiences through assets.


  • You will work on organizing all the outreach copy assets, assuring the highest standards and aiming for supporting hyper-personalized journeys
  • You will be liaising with HQ Brand Marketing team to ensure copy for consumer outreach is always provided on time, with appropriate TOV
  • You will coordinate external supplier for copy translations
  • You will be responsible to share outreach copy with HQ CRM team and all markets and assure that copy is delivered and implemented in Consumer Journeys platform and/or made available for 1-to-1 communication
  • You will find insights and opportunities to improve the consumer experience in terms of copy, taking into consideration piloting and testing any new solution with the aim to help improve conversions and increase retention
  • You will partner with CVM Journey Designer to support creation of outreach digital assets (i.e. lookbooks)
  • You will partner with CVM Marketing Automation Specialist to support the correct implementation of journeys in the CRM Platform with the appropriate assets
  • Closely collaborate with all CVM referents to adapt and/or create ad hoc journey initiatives that appeal to the local customer and his specificities
  • You will support the CVM Journey team in documenting all Journey activities in order to ease the cascading to stakeholder

  • Weekly and monthly alignment with market (Local CVM+Retail+Merch) to support local strategy on:
    • Contact Strategy performance
      • One-to-one communication
      • Newsletters
      • Lookbooks
      • After-sale follow up
      • Service campaigns
      • Customer segment activations
    • Customer Portfolio Status
      • Assignment and reassignment rate
      • Calibration score
      • Engagement rate
    • Consumers and sales performance vs. targets focusing on core KPIs
      • Outreach Sales
      • NPS
      • Zegna Friends
      • Consumer Activations
    • Database Health
      • General KPIs covering customer codification, reach, information maintenance, and qualitative data gathering
      • Profile merge status
  • Ad hoc reporting and analyses inclusive of product and customer behavior analysis
    • Product performance at a customer segment level to identify opportunities and minimize risks
    • Customer Journey touchpoints, timelines, and patterns leading to initiative creation, selling flow adjustments, offer adaptation, etc.
    • Store closure and CA turnover / transfer transition success rates around customer retention
  • Marketing and event list creation, deployment, and monitoring in line with the seasonal contact strategy
  • Database ownership in collaboration with markets to create initiatives for both data gathering and cleaning as necessary


  • Strategic mindset, organizational and interpersonal skills
  • 2 years of experience in a similar role, preferably in the retail luxury industury
  • Strong understanding of CRM journey, marketing automation, CRM programs and customer data analysis (Microsoft Marketing knowledge is a plus)
  • Great communicator to promote journey strategies with markets
  • Ability to work in team and fast-paced environment and eager to learn to improve skillset
  • Good listening skill and willingness to adapt
  • Empathic with a strong sense of collaboration
  • Strong customer first thinking
  • University Degree
  • Fluent English, other languages a plus
  • Availability to attend business trips


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