Customer Experience Specialist

4 weeks ago

Manhasset, New York, United States Ermenegildo Zegna N.V. Full time

About Ermenegildo Zegna N.V.

Ermenegildo Zegna N.V. is a leading global luxury menswear brand, recognized for its high-quality products and exceptional customer service. As a Customer Advisor, you will play a crucial role in delivering a memorable luxury shopping experience to our customers.

Your Opportunity

As a Customer Advisor, you will be responsible for engaging customers in the discovery of our heritage, creating an atmosphere of passion and enthusiasm for our collections, and building relationships with each customer that lasts over time. You will also be expected to maximize sales through retail operational excellence and support to the overall store visual and image.

Key Responsibilities

Provide memorable luxury in-store customer service experience by following the Zegna Selling Flow and acting in accordance with the Zegna Mindset.
Demonstrate an entrepreneurial mindset in developing the business.
Consistently and effectively network to attract new customers and develop a customer database.
Consult with customers to discover their needs by exploring customer preferences and occasions for which the customers are shopping.
Anticipate customers expressed and unexpressed needs and wants and respond appropriately to exceed customer expectations.
Create opportunities for customers to experience multiple Zegna brands, products, and "total looks" through demonstrating relevant yet personalized mix and match options.
Promote Zegna Made-to-Measure service as part of the selling repertoire where appropriate to meet the customer's current and/or future needs.
Utilize company-provided technology to offer a complete and integrated luxury experience.
Leverage "Zegna Stories" to support and enhance the selling ceremony.
Collate useful and accurate customer data and information in accordance with Zegna CRM procedures and guidelines.
Cultivate future customer connections with Zegna (e.g. CRM after-sales activities including Thank You notes and Follow-up phone calls).
Utilize CRM software as the primary tool for after-sales communication.
Take ownership of resolving customer issues or complaints with empathy, while adhering to Zegna customer service policies such as alteration, damage, and repair, global return policies, etc.
Drive and perform onsite audits of store physical inventories.
Develop progressively in-depth knowledge of Zegna products, craftsmanship, fabrics, made-to-measure, and style evolution whilst translating such knowledge into customer benefits.
Actively communicate customer, product, and other store information within the store team to ensure customer and business needs are met.
When required, support the orientation of new staff through acting as a learning coach or "buddy" if assigned by the Store Manager.

Requirements

Is passionate and open-minded.
Ability to self-learn and self-develop.
Generates customer delight.
Proficient with digital technology.
Familiar with Apple products is a plus.
Excellent written and verbal communication skills.

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