Your Opportunity
As the CRM Coordinator for Zegna you will be in the position to support the team in evaluating business development & growth opportunities. Connecting customer relationship management, client delighting & retention moments; the role of the CRM coordinator will be an important coordination between the retail team and the marketing world. Working to execute an integrated clienteling strategy alongside the wider marketing team that supports the brand vision & seeking revenue driving opportunities for Zegna in North America.
Supporting the execution of in season marketing activities as well as calendarization of CRM activities, outreach, delighting moments and training & mentoring to retail staff. The ideal candidate must have strong organizational skills as well as strong internal communication skills to deliver upon these activities.
Reporting directly to the CRM Manager, you will partner closely with Retail, Retail Marketing, Omnichannel and Learning & Development, as well as HQ corporate teams on outreach strategy and priorities. The candidate should be a self-starter, take initiative and be able to react to on the ground opportunities for business growth.
How You Will Contribute:
Customer Journey
- Customer Portfolio Management – oversee correct and balanced Customer Portfolio allocations, suggesting assignments and reassignments inclusive of boutique openings / closure and Customer Advisor entry / exit / transfer and new-hire process management
- Top client strategy execution across gifts, events & experiences, overseeing ROMI tracking and ensure data collection and sharing from retail teams
- Identify opportunities for client delighting, gifting, service offering, experience organization; includes management of retail experiences, occasionally concierge companies and travel companies who provide the executional support for said experiences and delighting
- Liaising with Retail Marketing team and vendors to source gifting & place orders
- Coordinate with Customer Care to ensure required NPS follow-up actions
- Logistics with stores / delivery of goods
Customer Outreach
- Coordinate execution of calendarized CRM outreach planning in accordance with merchandising drops and revenue expectation
- Newsletter (EDM) and SMS campaigns coordination for omnichannel, retail & outlet
- Copy-writing customer outreach templates in liaison with the Marketing Coordinator
- Ordering & dissemination of marketing materials: MTM Mailers, Flyers, Cards, Catalogues
- Ensuring constant client data management and update from retail teams
Communication
- Day to day key advisor of the department for the retail teams and in-store Crm referent
- Build and maintain strong partnerships with other departments and cross functional partners to facilitate clienteling topics across multiple communication channels
- Facilitate CRM actions and communications for retail store openings / closure in partnership with the local Events and Central CRM teams
- Promote clienteling actions to highlight best-in-class CRM practices that drive revenue, client retention and growth
- VIP Experience email address management
Onboarding & Training
- Develop training roadmap, materials and guides for clienteling tools and systems in liaison with L&D Department
- Partner with L&D Department to facilitate new hire trainings across all boutiques for retail managers and customer advisors
- Hold regular monthly retail onboarding calls for new hires and ad hoc calls for store openings
- Act as a Zegna clienteling mentor: host constant retail training refreshers to further develop the team’s clienteling mindset
- Proactively handle projects roadmaps and suggest initiatives to improve the CRM programs
Applications, systems & tools
- Oversee adoption and training of the internal clienteling application and PowerBI dashboards across all retail teams
- Partner cross-functionally to collect needs and best practices and outline priorities for app development/improvement roadmap
- Partner with local and Central It team to troubleshoot and investigate technical issues in the app, capture app tickets, source solutions, feedback to store
- Through the internal CRM system, make available customer outreach templates on the clienteling application
- Vendor invoiced into finance systems
Reporting & Analysis
- Assisting with weekly & monthly CRM reports and KPIs to corporate functions and boutique staff, ensuring their comprehension of customer behavior and their impact on it
- Monitoring & tracking of core company’s KPIs
- Data export and initial analysis for presentation internally
- Adhoc reporting / deep dive as required, driven by business trends
- Other special projects as required
Who You Are:
- Strong analytical profile, detail oriented, with great communication and relationship building skills
- Strong computer skills:
- Microsoft Office – Excel a must. Word, PowerPoint, Outlook
- PowerBi knowledge (or similar Bi tools) highly preferred
- Microsoft Dynamics CRM or knowledge of other relevant CRM software a plus
- Ability to make data-driven decisions
- Exceptional organizational and project management skills. Ability to multi-task on many different projects
- Excellent interpersonal and follow-through skills
- Self-starter and a team player
- Proven ability to work both independently and collaboratively with different levels in the organization
