Job Details

Job title

Head of Corporate CRM, Ermenegildo Zegna Group


Milano, Italy


Senior Manager


PR, Marketing & Communications



Full-time, Salary Unspecified

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Job Description

The Head of Corporate CRM leads the development of a consumer-centric contact strategy that grows Zegna Group consumer loyalty and brand advocacy; applies customer insights and analytics to shape the customer engagement initiatives throughout the entire customer experience; leads the development of innovative new touch points driving collaboration of cross-functional teams to establish and evolve a highly personalized, omnichannel customer journey.

Main responsibilities:

  • Build customers satisfaction enhancement strategies and solutions implementation;
  • Develop strategies, collaborations and global agreements with partners in order to boost brand reputation and awareness and stimulate the recruitment of new customers;
  • Work closely with partners in IT on the development/enhancements of all CRM related systems;
  • Develop CRM guidelines and ensure CRM knowledge sharing to markets (coordinating and developing trainings and coaching sessions) coordinating the CRM community;
  • Manage distribution of CRM reporting and ensure CRM data understanding to all company departments;
  • Support local market CRM in all data mining and customer insights generation, maximizing knowledge sharing and ensure centralization of needs;
  • Define and review customer related retail procedures and support HQ Retail Operations in the communication and training preparation;
  • Define and coordinate the customer contact strategy in collaboration with the Digital Department and the HQ Retail Operations;
  • Manage the direct marketing tools targeting and control model to ensure the best ROI;
  • Manage and coordinate CRM budgeting and periodical KPIs monitoring in EZ retail;
  • Manage the consumer insight program and provide course-corrections and optimization as needed, based on their outcome;
  • Oversee central Customer Service operations with the final customer;
  • Enrich the loyalty and delighting program for Top retail customers and ensure its management and extension to all Zegna markets;
  • Coordinate the Chinese Travelers marketing global team with the aim to increase sales volumes and retention of this specific group of customers.

The Ideal Candidate

  • At least 8/10 years of experience in a similar position, managing large, complex and advanced CRM activities
  • University degree, MBA appreciated
  • Strong familiarity with digital communication tools and technology
  • Strong  analytical approach
  • Project management skills
  • Ability to influence across diverse set of stakeholders
  • Team building and networking skills in a matrix environment
  • Communication skills
  • Curiosity and drive
  • Time and process management skills
  • Fluent English, other languages a plus as a must 
  • Availability to business travel

About Us

Agnona, the women luxury brand part of the Ermenegildo Zegna Group, is a leading manufacturer of garments produced with the most exclusive yarns: fine Australian wool, Peruvian alpaca, cashmere and silk from Tibet and China, and Vicuña.

Founded in 1953 in Borgosesia, Agnona started its activities as a textiles supplier for some of the major international fashion houses. In 1999 the Ermenegildo Zegna Group takes over full control of Agnona, giving it a new impetus.

The company has 17 stores worldwide, including 10 stores directly owned.

Agnona is synonymous with a timeless elegance that is understated and distinguished by an absolute attention to detail. Outerwear has been the cornerstone since the beginning. Draped or fitted, the double yarn that characterizes the brand is both lightweight and ultra-warm.