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Global Bespoke Ambassador

Employer
Ermenegildo Zegna Group
Location
Milano, Lombardia, Italy
Closing date
24 May 2024

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Function
Retail
Level
Manager
Hours
Full Time

Job Details

At Ermenegildo Zegna the talents and passion of our people are the pillars of our success. Which is why we're looking for a Global Bespoke Ambassador in Milan to contribute to our proud legacy and help shape our vibrant future.

What makes you, makes Zegna
The legacy of Zegna would not exist if it weren't for the unique skills of every person on our team; the makers, masters, designers and doers. Everyone contributes.

BASIC PURPOSE OF THE JOB
P romote and develop the Personalization business in multiple geographies, guiding commercial events and initiatives with top customers. Coordinate with Regions and HQ to plan and execute trunk shows and 1:1 appointments, providing clients with a world class personalized experience and product offer.

What makes up your day

Step into a hands-on, minds-on work environment where every challenge and opportunity helps you realize your full potential.

In this role, you will be in charge of:

Business Development
  • Achieve projected sales plan for every single event/activation promoting Bespoke, MTM and MTO business;
  • Develop the Personalization business by partnering with Store and Area Managers to identify potential clients and outreach strategies, assessing client purchase history and product preferences;
  • Liaise with the CVM department with the aim to build qualitative/quantitative databases of clients;
  • Collect and analyze data related to Personalization business including sales, new client acquisition and client activation and prepare monthly, seasonal and year-end analysis;
  • Identify opportunities to grow Personalization business; review existing Bespoke customer portfolio by store; develop strategic plans for TOP customers including outreach and delighting opportunities;
  • Identify and recommend improvements to Personalization Projects selling format to create a more elevated experience and increase revenues;
  • Complete recap reports following all store visits to identify actions taken, results achieved, follow up activities and potential opportunities;
  • Closely monitor, understand and analyze the competitive landscape for Personalization services across the region;
  • Plan and manage regional Personalization trunk show/VIP events calendar;

Customer Relationships & Customer Service
  • Fully accountable for the execution of Bespoke and MTO Uber Luxury activations including appointments in-store, offsite events and at-home;
  • Ensures orders are delivered within timeframe committed;
  • Partner with GM's and Area Managers of focus doors to provide added support and provide a VIP client experience at trunk shows and events;
  • Ensure the highest levels of Personalization services are provided and that the customer receives the 'perfect' fit for his body silhouette;
  • Reinforce standards on Personalization services to minimize rejection rates;
  • Manage customer complaints, provide technical assistance and escalate complaints as needed;
  • Consolidate customer complaints with regards to product in terms of accuracy of measurement and other manufacturing faults and review with business partners (including HQ, retail and wholesale)
  • Recommend solutions and expedite process to meet customer's needs;

Product
  • Develop a thorough understanding of products to inspire customers' trust, especially with regards to providing styling advice.

People
  • Ensure that all in-store staff are able to communicate effectively to customers regarding Bespoke and MTM products & services;
  • Identify in store MTM referents for key doors: provide in-store training and assess skill development;
  • Provide training and tools to wholesale accounts to facilitate the growth of regular day-to-day MTM business vs. seasonal trunk shows including but not limited to product measurement training and order processing overview.

What makes you, makes our team

When you join Zegna, you join a team, working together to shape the future of our company. For this role, we're looking for someone with:
  • 5+ years prior experience in contact with final customer
  • Proven track record of delivering results
  • Track record of successfully developing and maintain Selling Capabilities
  • Client development skills
  • Sensibility and appreciation of Luxury product
  • Results orientation
  • Communication and influencing skills (all levels of the organization as well as external partners)
  • University degree or equivalent experience required
  • Fluent spoken and written English, other languages is a plus


What makes you, makes our legacy

Ermenegildo Zegna Group is founded on a proud history of craftsmanship and quality dating back to 1910, with a vision to ethically create the world's finest textiles. Zegna has since expanded to ready-to-wear, becoming one of Italy's most successful family companies and a global luxury lifestyle brand.

Through our vertically-integrated, sheep to shop approach, we strive to create exceptional products without compromising on quality of life for future generations. With over 500 stores and 6,500 employees worldwide, our success is inspired by our founder's pioneering spirit and shaped by the expertise and integrity of every individual at Zegna.

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