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Senior Store Customer Advisor

Job Details

Locations	United Arab Emirates/Dubai
Brand	Zegna
Contract type	Permanent Job
JOB FUNCTION	Sales Channels & Retail Excellence/Retail

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Senior Store Customer Advisor

CompanyID (accounts for anonymous companies) 693,176

The Store Customer Advisor transforms the store visit into a memorable luxury shopping experience, as Brand Ambassadors they engage the Customers in the discovery of our heritage through stories and creating an atmosphere of passion and enthusiasm for the Thom Browne collections. The Customer Advisor builds a relationship with each customer that lasts over time, and begins with the quality of their welcome, the gestures and rituals of the selling ceremony and the provision of the highest level of service. The Customer Advisors are the trusted advisors of fashion and style, offering to the customer the highest level of sophistication and service. The role of the Customer Advisor at Thom Browne stands at the very center of our organization as they continue to safeguard the growth and longevity of our Brand.
Main responsibilities:
• Manage Customer Relationships and Customer Service during and after the sale
• Develop a deep knowledge of the Thom Browne collections to advise customers on styling and “total looks”
• Contribute to store Visual & Image
• Maximize sales through retail operational excellence

MAIN RESPONSIBILITIES
Customer Relationships and Customer Service

Provide memorable luxury in-store customer service experience by following the Thom Browne Selling Flow and acting in accordance with the Thom Browne Mindset.
Demonstrates entrepreneurial mindset in developing the business.
Consistently and effectively networks to attract new customers and develop a customer database.
Consults with customers to discover their needs through exploring customer preferences and occasions for which the customers are shopping.
Anticipates customers’ expressed and unexpressed needs and wants and responds appropriately to exceed customer expectations
Creates opportunities for customers to experience multiple Thom Browne brands, products and “total looks” through demonstrating relevant yet personalized mix and match options.
Promote Thom Browne 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 “Thom Browne Stories” to support and enhance the selling ceremony
Collates useful and accurate customer data and information in accordance with Thom Browne CRM procedures and guidelines.
Cultivates future customer connections with Thom Browne (e.g. CRM after sales activities including Thank You notes and Follow-up phone calls).
Utilizes CRM software as the primary tool for after sales communication
Takes ownership of resolving customer issues or complaints with empathy, while adhering to Thom Browne customer service policies such as alteration, damage and repair, global return policies etc.

Collection

Develop progressively in-depth knowledge of Thom Browne products, craftsmanship, fabrics, made-to-measure and style evolution whilst translating such knowledge into customer benefits.
Advise customers on styling of “total looks” by providing dressing and fashion advice as regards color coordination, textures, patterns, silhouette, proportions, and functionality of garments.
Solicit customer feedback on products and collections and feedback ideas and inputs back to the Store Manager.
Keep up-to-date on store stock situation, adjust selling techniques and sales pitch to maximize sell-through.
Perform customer garment-fitting and alteration measurements for ready-to-wear to help customers achieve “perfect fit”.
Understands the required standards and skills of Made-to-Measure service and when required take on the role of in-store Made-to-Measure specialist if assigned by the Store Manager.

Visual & Image Management

Demonstrates consistently high standards of personal grooming in accordance to Thom Browne uniform and grooming standards and guidelines.
Follows Thom Browne product and gift packaging standards and guidelines to ensure Thom Browne luxury and quality image.
Maintain cleanliness and tidiness of the store environment and product displays.
Ensure in-store visual merchandising adheres to Thom Browne Visual Merchandising guidelines and propose improvements to the Store Manager or Visual Merchandising referent.
Support Visual Merchandising set-up of store windows and displays; when required take on the role of in-store Visual Merchandising specialist if assigned by the Store Manager.

Team

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 learning coach or “buddy” if assigned by the Store Manager.
Train other team members on new products as assigned by the Store Manager.
Maintain good team work to enhance the overall team moral to create an enthusiastic sales force environment.

Sales Management

Measure own performance using Thom Browne customer service and sales KPIs such as cross-selling ratio, conversion rate, average sales bill
Work with the store team to execute action plans to achieve daily, weekly, monthly and yearly sales and KPI targets as assigned by the Store Manager.
Propose service, product, visual and operational improvements that assist the team overcome selling challenges.

Store Operations

Adhere to Thom Browne store operations and time and attendance policies and standards.
Follows the directions of the Store Manager or appointed team member on store operational tasks that includes but not limited to stock room, inventory, cashiering, reporting duties, guest beverage service etc.
Adhere to Company policies and rules in daily work.

Education/ Qualification

High school qualification
Preferably Chinese or Russian speakers

Experience

4 to 6 years retail sales or customer service experience.

Functional Competencies

Selling
Service Policy
Policy and Compliance

TB Competencies

Generates Customer Delight
Learning and Self Development
Is Passionate and Open Minded

Job Details

Locations	United Arab Emirates/Dubai
Brand	Zegna
Contract type	Permanent Job
JOB FUNCTION	Sales Channels & Retail Excellence/Retail

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Sustainability

Sustainability

Sustainability

At the forefront of ZEGNA's commitment to sustainability, our team ensures the implementation of a robust long-term strategy. We drive the identification of new sustainability risks, opportunities, and innovative pathways, aligning with our environmental responsibilities. Join ZEGNA and contribute to building a responsible tomorrow, dedicated to caring for people and our environment, fostering collaboration, and pursuing what has been one of ZEGNA’s pillars since its founding in 1910.

Style & Creative Design, Visual Merchandising and Store Planning

Style & Creative Design, Visual Merchandising and Store Planning

Style & Creative Design, Visual Merchandising and Store Planning

At the heart of ZEGNA, Style & Creative Design, Visual Merchandising, and Store Planning bring the brand's identity to life. These teams work together to define, design, and implement the brand storytelling, setting industry trends. Leading creative vision, crafting cohesive visual stories, and designing inspiring store experiences, they capture the essence of luxury.
Shape the future of luxury with us, drawing from our proud legacy while driving innovation and excellence.

Sales Channels & Retail Excellence

Sales Channels & Retail Excellence

Sales Channels & Retail Excellence

Sales Channels & Retail Excellence at ZEGNA form the cornerstone of our customer-centric strategy, integrating retail, sales channels, and hospitality to ensure exceptional, personalized customer experiences. Our clienteling approach, based on shared values and supported by continuous learning for our global sales team, is key to this mission.
Join us to define and implement retail processes and customer engagement across various channels, conveying the essence of Oasi Zegna.

Product Development, Manufacturing, End-to end Supply Chain

Product Development, Manufacturing, End-to end Supply Chain

Product Development, Manufacturing, End-to end Supply Chain

At ZEGNA, Product Development, Manufacturing, and End-to-End Supply Chain form the backbone of our value chain. Guided by Style & Creative Design's vision, Product Development brings each collection to life from concept to reality. Manufacturing oversees sourcing, engineering, planning, production, and quality assurance, embodying our commitment to excellence. Logistics ensures seamless product handling and transportation, while Customer Service delivers with precision, driven by customer insights. Join us in crafting excellence and making a meaningful impact on our legacy of quality and craftsmanship.

Other

Other

Other

Merchandising & Planning

Merchandising & Planning

Merchandising & Planning

In the vibrant world of ZEGNA, Merchandising & Planning drive the design and implementation of merchandising strategies. Guided by Style & Creative Design's vision, this area ensures consistency between the company's image and market needs, seizes opportunities, and optimizes sales. Be part of this team, connecting every step of the way from the brand's storytelling origins to our customers, immersed in an ever-evolving journey of innovative discovery and excellence.

Marketing, Brand Communication & Digital Media

Marketing, Brand Communication & Digital Media

Marketing, Brand Communication & Digital Media

At the heart of ZEGNA's storytelling, we forge a pathway into the digital era through strategic innovation and consumer focus. Our teams lead initiatives to amplify brand value across all channels: from pioneering digital and omnichannel strategies to fostering impactful partnerships and curating compelling events, we shape the evolution of our brand's narrative. Join us in conveying our authenticity through compelling storytelling and transformative digital experiences.

Internship

Internship

Internship

At ZEGNA, you'll craft beauty, develop your strengths, and shape our future. Our integrated value chain offers a comprehensive view of the luxury industry through a lens of excellence, illustrating the interconnected journey from raw materials to finished products and to the customer. In this dynamic and fast-paced environment, you'll learn and grow on the job, collaborate with colleagues worldwide, and participate in enriching trainings to refine your skills and maximize your potential.
If you're eager to launch your career, send your application to us.

Corporate and Staff Functions

Corporate and Staff Functions

Corporate and Staff Functions

Corporate & Staff functions encompass a diverse array of roles that directly advance the business and support its growth. Our aim is to achieve excellence across all fields, delivering optimal service and experiences to both internal and external stakeholders. Every Corporate & Staff function at ZEGNA, from Finance & Control, Internal Audit, Legal, Compliance & Risk, Human Resources, General Services, Health, Safety & Environment, Procurement, and IT, embodies a progressive mindset and a personalized approach that reflects ZEGNA's authenticity.

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