ABOUT ZEGNA
Following the path traced by the founder Ermenegildo over 110 years ago, ZEGNA is now internationally recognized as a leading global luxury menswear brand. Established as a fabric maker in the mountains of Piedmont, ZEGNA is part of the Ermenegildo Zegna Group, which counts more than 6,000 employees. Managed by Gildo Zegna as Chairman and CEO, Ermenegildo Zegna Group designs, creates, and distributes luxury ready-to-wear and accessories under both the ZEGNA and Thom Browne brands to over 500 stores. The Group also operates TOM FORD FASHION through a long-term license agreement with The Estée Lauder Companies Inc. to over 100 stores. As of 30th September 2023, ZEGNA has 403 stores of which 242 are directly operated. The brand remains committed to leveraging its rich heritage to build a better present and future.

YOUR OPPORTUNITY
As the Consumer Care Specialist, you will be an integral part of ZEGNA. You will ensure best-in-class customer care and a personalized experience to improve quality and timing of client issue resolution.

Reporting directly to the CRM Manager and as part of the CRM Team for North America, you will partner closely with Retail and Ecommerce, Merchandising, Operations as well as HQ corporate teams to lead the execution of the customer care activities.

The Consumer Care Specialist will provide a luxury, high-touch service experience that aligns with ZEGNA's brand identity. The role will require an individual who has a strategic, business perspective combined with a pragmatic and willing to take action mindset. This role will support LATAM and NORAM regions.  

Essential Duties & Responsibilities 

• Oversee the first level customer care agents for Americas; review and ensure team adheres to guidelines and procedures. 
• Audit customer care agents’ responses; coach and train team to ensure exceptional client experience.
• Lead the execution of customer care activities, identifying issues and opportunities of improvement, while gathering functional information from internal departments that will help ensuring issues resolution.
• Daily management of escalations and complex issues relating to online orders, quality complaints, after sales services, product information/availability etc. by liaising with internal stakeholders and local markets.
• Direct contact with the final consumer for specific cases where a supervisor is necessary.
• Work to enhance and improve our services to meet the quality standards set by the company.
• Daily monitoring of key KPIs and dedicated budget to care activities
• Build and nurture long-term client relationships through personalized service, outreach, tailored recommendations, and proactive follow-up to drive sales and enhance loyalty.
• Partner with HQ to maintain and update ongoing training materials, templates and scripts.
• Gather functional information from internal departments, share impact on customers by keeping Consumer Care in line with business evolution 
• Review daily reports to support case resolution management and provide regular feedback.
• Report performance statistics to executive team on weekly, monthly and annual basis.
• Oversee NPS performance by supporting client communication for concerns, assisting with recurring NPS reports, and providing daily support to meet company expectations.
• Participate in planning a tailored client-delighting program.

WHO YOU ARE:

• 3-4 years’ experience in luxury retail, hospitality, or client-facing roles
• Skilled in delivering top-tier operations, inter-personal communication, and organization
• Strong analytical skills with experience in managing complex data
• Proficient in Excel and PowerPoint
• Expertise in email management
• Ability to delegate tasks to local agents
• High level of responsibility, accuracy, and attention to detail
• Skilled at multitasking and working under tight deadlines
• Empathetic, customer-focused approach for personalized, quality support
• Strong problem-solving skills with quick issue identification and resolution
• Fluent in English; additional languages (Italian and/or Spanish) a plus
• Bachelor’s degree preferred

COMPENSATION:

• The pay range for this position is $85,000–$90,000 annually, dependent on candidates' relevant skills and experience.

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