Your Opportunity

The Senior Manager of Crm will help to drive the market-level Crm strategy in conjunction with the Hq Crm and the Marketing team, analyzing data and feeding insights and critical information to both retail and marketing; creating action plans and targets while driving key levers with the retail organization.

Reporting directly into the Vp of Marketing & Communications, you will ensure active, day-to-day management of the Zegna customer journey & omnichannel retail experience.

How You Will Contribute

Develop & Deploy

• Funneling of market-level customer knowledge into:
  • Annual planning process done in conjunction with the Hq Crm team
  • Target & Kpi setting
  • Calendaring of local, strategy-supporting initiatives
  • Deployment of local strategy supporting initiatives
  • Tracking & Analyzing Results and feeding key insights to relevant stakeholders

• Zegna Journey and Contact Strategy adaptation together with respective Hq Customer Journey Coordinator
• Individual customer-level planning for top-client engagement together with General Managers of boutiques and Customer Advisors
• Definition of resources / budget necessary to achieve targets
• Diffusion of weekly & monthly customer reports to corporate functions and boutique staff, ensuring their comprehension of customer behavior and their impact on it
• Customer and sales performance vs. targets focusing on core Kpis
  • Domestic Retention – New, Loyal & Repeat Purchase
  • New Client Acquisition
  • Database Outreach and Outreach Sales
  • Client Activation Rates
  • Database Health Score – information & consent maintenance & qualitative data gathering
  • Nps Score – customer satisfaction
  • Fall-Out of Customers
  • Customer Portfolio Health Score
  • Omnichannel Purchases instore & e-registration
  • Portfolio Merge Status

Manage

• Organization and execution of initiatives calendared during planning process and management of respective tracking with Hq support as necessary for:
  • Monthly Outreach & Proactive approach of relevant customers as per strategic roadmap towards revenue generation
  • Boutique level assessment of opportunities and challenges; develop recommendations and tools to support retail business
  • Monthly agility in tracking of said initiatives in order to pivot and give insights where required
  • Monthly analysis of Ca results in order to provide retail with quantitative and qualitative outlook on progress and growth opportunities.

• • 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
  • Personalized client delighting opportunities – calendarized and planned holidays & ad-hoc on occasion, including gift selection, order management, roll out, tracking
  • Review of weekly, monthly, and seasonal reporting distributed by Hq with Crm Hq, Retail Directors, Area Managers, and General Managers, defining action plans as necessary to guarantee achievement of set Kpis

• Customer Portfolio Management
  • Oversee assignment and reassignment inclusive of boutique openings / closure and Customer Advisor entry / exit / transfer and new-hire process management
  • Merge & update preferred shop, etc.
  • Drive the management of insights to Retail Head, Area Managers, General Managers of Boutiques and Customer Advisors on the status, health, outreach & management of their customer portfolio

• Z2C App Management and analysis:
  • Weekly App analysis of digital platform use for outreach & tracking of Kpi’s
  • Onboarding of new boutique / new Ca’s to encourage the proper usage and outreach to clients

• Customer Insight: Nps & Mystery Shop
  • Coordinate with Hq to set up Nps & Mystery shop for boutiques and outlets
  • Follow up with selected Nps respondents on a monthly basis; liaison with Hq on customer service issues and loop-closures
  • Distribute comments and compile reports for distribution to Retail Management and General Managers of Boutiques / relevant customer advisors to follow-up and offer services and products as necessary / perform service recovery
  • Complete action plan

• Management of one direct report – Crm Remote Assistant for outreach & Crm co-ordination tasks

Execute

• Training
  • Material adaptation for local considerations together with Hq Crm team
  • Onboarding of General Managers of Boutiques and newly hired customer advisors
  • Refreshing of Customer Advisors periodically
  • Training delivery to corporate peers

• Work in close collaboration with cross-functional people (merchandising, retail coordinator, marketing manager etc.) to analyze business needs and develop new initiatives which will feed business opportunities
• Calendarize Crm outreach planning in accordance with merchandising drops and revenue expectation and roll out to boutiques monthly
• Newsletter (Edm) coordination for omnichannel, retail & outlet

Who You Are:

• Minimum 8+ years’ experience within the retail industry
• Exceptional analytical, communication and relationship-building skills
• An innovative thinker with exceptional written communication skills, comfortable with leading strategic conversations
• Independent self-starter and team management skills
• Roi management
• Highly organized and accurate in reporting to Hq
• Passionate and energetic
• Great team player, able to work in a fast-paced environment