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Consumer Care Specialist

Job Details

Locations
United States/NY/New York
Brand
Zegna
Contract type
Permanent Job
Team
Sales Channels & Retail Excellence/Retail Excellence

Consumer Care Specialist
CompanyID (accounts for anonymous companies) 693,176

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.
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.

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.