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Customer Advisor

Job Details

Locations	United States/CA/Palo Alto
Brand	Zegna
Contract type	Full-time
Team	Sales Channels & Retail

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Customer Advisor

CompanyID (accounts for anonymous companies) 693,176

Why Join Us
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.

YOUR OPPORTUNITY
As a Customer Advisor for Zegna, you will aid in transforming a customer’s store visit into a memorable luxury shopping experience. As Brand Ambassadors, you help engage the Customers in the discovery of our heritage through stories and creating an atmosphere of passion and enthusiasm for the Zegna collections. The Customer Advisors 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.

Reporting directly to the Store Manager, you will maximize sales through retail operational excellence and support to the overall store visual and image.
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 Ermenegildo Zegna stands at the very center of our organization as they continue to safeguard the growth and longevity of our Brand.

HOW YOU WILL CONTRIBUTE

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 networks to attract new customers and develop a customer database.
Consults 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 responds 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 (iPod/iPad) technology to offer a complete and integrated luxury experience.
Leverage “Zegna Stories” to support and enhance the selling ceremony -
Collates useful and accurate customer data and information in accordance with Zegna CRM procedures and guidelines.
Cultivates 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 to support the orientation of new staff through acting as a learning coach or “buddy” if assigned by the Store Manager.
Measure own performance using Zegna customer service and sales KPIs such as cross-selling ratio, conversion rate, average sales bill
Adhere to Zegna store operations and time and attendance policies and standards.

WHO YOU ARE:

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

Sales Channels & Retail

Sales Channels & Retail

Sales Channels & Retail

Retail is more than just the act of selling products. Our Sales Channels & Retail teams bring our customers into our global community, sharing with them our creativity and craft, as well as our story and the journey of each item. These relationships are nurtured by our in-store teams and fostered by our headquarters and regional offices, who, together, are responsible for the definition, implementation, and execution of our retail strategy. It is collaboration, one of shared passion and tenacity, which ensures a level of excellence and a consistent client experience whether visiting our stores in Milan or Beijing.

Production & Services

Production & Services

Production & Services

Our Production & Services teams, which includes Technical Design, Production, and Operations, bring the artistry of our garments to life. These passionate and skilled individuals are responsible for the entire manufacturing and delivery process: from the sourcing of superior raw materials, to the careful construction of each piece, to how they are delivered to our customers.

These teams are divided into two areas: textiles and apparel.

Since 1910, we have been guided by the vision of our founder, Eremengildo Zegna, to create the world's most beatutiful fabrics. Today, our textile teams continue this tradition, creating fabrics and accessory collections through a considered combination of craftmanship and innovation.

Our apparel production units and teams that create our ready to wear, made to measure, knitwear, and leather goods, produce garments according to our high quality standards and innovative processes and techniques.

Thanks to our from sheep to shop, vertically-integrated approch the combined effort of each team ensures that the exceptional quality and vision we’ve become known for is present at every step along the way.

Marketing & Customer Experience

Marketing & Customer Experience

Marketing & Customer Experience

We tell our stories through more than just garments. Our Marketing & Customer Experience teams ensure that our journey is reflected in every touchpoint, from our campaigns and social media posts to how we delight customers in-store and online. We strive to create an inspiring and unique connection with each client, a true luxury experience that speaks authentically to our proud history and vibrant future.

Most of these teams are based at our our global headquarters in Milan. The CRM and Content Brand Marketing teams, however, are present globally. Those at our headquarters define Zegna’s brand image and overarching strategy, while those in the regions collect market insight and adapt the central strategy to meet the needs and cultures of local markets.

Manage & Support

Manage & Support

Manage & Support

Our Manage & Support teams ensure that everything runs smoothly. They ensure that people and processes are all heading in the right direction, that complex challenges are overcome, and that all our teams contribute to the growth and evolution of our company. In addition to supporting our staff, our Human Resources, Finance, Legal, and IT teams also take strategic decisions about how we operate as a business today, and where our business will be tomorrow. They are present at our headquarters in Milan as well as in the regions.

Design, Plan, Develop

Design Plan Develop

Design, Plan, Develop

Artistic talent and creative expression are key to our collections. So is craftsmanship, as we constantly tailor our traditions to reflect the evolving needs of our customers. These characteristics all can be found in our teams that Design, Plan, and Develop the garments for our collections.

The majority of these teams are based at our offices in Italy and Switzerland. Our Made to Measure ambassadors, however, can be found around the globe, due to the personal nature of this service. Whether based in Milan or our New York store, these teams work together so that our brand speaks with a single creative voice. They also collaborate to guarantee our products possess the excellence, innovation, and attention to detail our customers expect.

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