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MTM Manager

Job Details

Locations	United States/CA/Costa Mesa
Brand	Zegna
Contract type	Permanent Job
JOB FUNCTION	Sales Channels & Retail Excellence/Retail

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MTM Manager

CompanyID (accounts for anonymous companies) 693,176

ABOUT ZEGNA
The global leader in luxury menswear, ZEGNA was founded in the Italian Alps in 1910. Part of the Ermenegildo Zegna Group, the brand remains true to the values of its visionary Founder, Ermenegildo Zegna, who believed in creating world-class fabrics in harmony with both nature and local communities—a philosophy embodied by Oasi Zegna, the home of our values. The inspiration behind the brand’s values, Oasi Zegna, continues to guide everything we do at ZEGNA — from supporting our people to fostering a culture of growth, where craftsmanship and innovation are core elements of our learning processes and long-term growth strategy.

YOUR ROLE AT ZEGNA

As MTM Manager based in Costa Mesa, California you will bring your unique strengths to the Sales Team helping us promote and advocate for the continued development of Made to Measure services to ZEGNA customers through a world class personalized experience.

HOW YOU WILL BRING IT TO LIFE:
Business Development

Responsible for the continued development of the MTM business within assigned boutique.
Analyze wholesale and retail reports to pro-actively provide input regarding continued opportunities.
Assist in the organization and preparation for MTM/VIP events/Trunk Shows.
MTM seasonal preparation activities; spearhead the preparation and shipment of our seasonal albums/bunches; support in the preparation of the price lists and the preparation of the Seasonal Selling Instructions.

Customer Relationships and Customer Service

Oversee the MTM guest experience, ensuring every step (from initial approach to final delivery) reflects Zegna’s highest service standards. Support the Style Advisors by helping translate client needs into tailored solutions.
Serve as a visible brand leader on the floor, embodying Zegna’s values and aesthetic.
Actively elevate the store environment by setting the tone in behavior, styling, and presentation, inspiring both guests and colleagues through example.

Assist in managing customer complaints by providing technical assistance and escalating complaints when needed.
Support MTM/ VIP and marketing events.
Obtain feedback on products and services from customers and communicate to the MTM manager.

Product

Thorough knowledge of products as to inspire customers' trust especially with regards to providing styling advice.
Consolidate customer complaints with regards to product in terms of accuracy of measurement and other manufacturing faults and report to line manager.
Recommend solutions and expedite process to meet customer's needs.
Work with MTM Administrators to manage any delivery or customs issues for product imports
MTM reporting: using Interactive Report, produce weekly and monthly sell-out analysis

People

Ensure that all staff are able to communicate effectively to customers on MTM services.
Daily and weekly communication with store managers, customer advisors or DSAs to procure feedback and problem solve.
Organize and deliver MTM training in the stores; including collection structure, product measurement training and order processing overview.

WHO YOU ARE:

Relevant experience of 2-3 years in providing MTM related service.
Bachelor’s degree in Business or related field required.
Key role in organizing and managing MTM related events successfully.
Proven record in consistently providing and ensuring customer service that communicates luxury.
Demonstrated intimate knowledge and understanding of products and Zegna collection.
Team leadership experience includes coaching operational, technical as well as customer care skills.
Experience with driving performance and achieving results through cross function collaboration.

YOUR ZEGNA OFFER

Learning opportunities, including ZEGNA Made to Measure Certification, structured programs, and development paths
Comprehensive benefits: medical, dental, and vision coverage, 401(k) with employer match, commuter benefits, and more.
Paid time off: vacation and holidays, with accrual based on tenure and role level
This is a commission-based role, with annual earnings ranging from $90,000 and up.

NATURALLY IN ZEGNA
Joining us means stepping into a world of excellence, where the uniqueness of our authenticity is rooted in the talents of our people, who together contribute to weaving a story of innovation and craftsmanship. You will become part of an ongoing journey of development, uncovering your talents while contributing to a proud legacy and a vibrant tomorrow.

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