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Market:NY - New York
Industry Segment:Luxury Menswear
Category:Customer Service
Seniority:Associate
Job Type:Full time

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.

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Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Summary

As a Consumer Care Specialist at ZEGNA, you will play a crucial role in delivering exceptional customer care and personalized experiences to enhance client satisfaction and loyalty. You will collaborate with various teams to execute customer care activities and support the LATAM and NORAM regions.

Responsibilities

  • Oversee first-level customer care agents and ensure adherence to guidelines and procedures.
  • Audit responses and provide coaching and training to ensure exceptional client experiences.
  • Lead customer care activities, identify issues and opportunities for improvement, and gather functional information for issue resolution.
  • Manage escalations and complex issues related to online orders, quality complaints, and after-sales services.
  • Directly contact consumers for specific cases requiring supervisor intervention.
  • Enhance services to meet company quality standards and monitor key KPIs and budget.
  • Build long-term client relationships through personalized service and proactive follow-up.
  • Partner with HQ to maintain training materials and share customer impact insights.
  • Review daily reports and provide feedback for case resolution management.
  • Report performance statistics to the executive team and support NPS performance.
  • Participate in planning tailored client-delighting programs.

Requirements

  • 3-4 years of experience in luxury retail, hospitality, or client-facing roles.
  • Strong analytical skills and experience managing complex data.
  • Proficiency in Excel and PowerPoint, and expertise in email management.
  • Ability to delegate tasks and work under tight deadlines.
  • Empathetic, customer-focused approach with strong problem-solving skills.
  • Fluent in English; additional languages (Italian and/or Spanish) are a plus.
  • Bachelor’s degree preferred.

MarketNY - New York
Industry SegmentLuxury Menswear
CategoryCustomer Service
SeniorityAssociate
Job TypeFull time

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.

Copied

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description
Industry Segment: Luxury Menswear
Single Page
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Consumer Care Specialist
Ermenegildo Zegna
New York
Luxury Menswear
Full time
Posted 1 month ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description
About Ermenegildo Zegna

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.

Copied

Consumer Care Specialist

Posted 1 month ago
New York
Market: NY - New York
Industry Segment: Luxury Menswear
Category: Customer Service
Seniority: Associate
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Single Page
No data was found
Consumer Care Specialist
Ermenegildo Zegna
New York
Luxury Menswear
Full time
Posted 1 month ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description
About Ermenegildo Zegna

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.

Copied

Consumer Care Specialist

Ermenegildo Zegna

New York

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