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Client Engagement Manager

Job Details

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

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Client Engagement Manager

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 the Client Engagement Manager for the 57th Street boutique, you will lead consumer engagement and CVM execution for our flagship location. You will transform guest data and behavioural insights into personalized engagement strategies, elevated guest experiences, and targeted outreach initiatives that drive retention, acquisition, and top-client development.

You will ensure flawless execution of boutique-level outreach, guest delighting programs, CVM operations, and data accuracy. In this role, you will also act as a key connector between Retail, Marketing, Merchandising, and HQ CVM, ensuring alignment, consistency, and excellence across guest engagement strategy.

This role reports directly to the Director of Client Engagement & Salotto.

HOW YOU WILL CONTRIBUTE:

Develop & Deploy – CVM Strategy & Insight Activation

Extract, interpret, and transform boutique-level CVM and behavioural data into clear engagement strategies and guest action plans.
Partner with the Director of Client Engagement & Salotto to align boutique engagement priorities with HQ CVM guidance, KPIs, and annual targets.
Implement the Contact Strategy and Zegna Journey at boutique level, adapting initiatives to the 57th Street guest profile.
Translate dashboards, guest trends, and portfolio insights into actionable recommendations for Store Managers and Style Advisors.
Build individual guest-level plans for top-client development to increase spend, retention, and loyalty.
Ensure consistency and accuracy in weekly and monthly reporting, identifying opportunities and commercial levers.
Monitor boutique CVM KPIs such as:
- Domestic retention (New, Loyal, Repeat Purchase)
- New Guest Acquisition
- Outreach & Outreach Sales
- Guest Activation Rates
- Database Health & Consent Maintenance
- NPS performance and loop closure
- Portfolio Health & E-Registration
- Omnichannel Purchases
- Merge Status & Data Quality
- Zegna Friends

Manage – Engagement Execution, Operations & Boutique Performance

Lead execution and optimization of boutique outreach initiatives aligned to commercial targets.
Review clienteling behaviours in the boutique to identify opportunities, challenges, and process improvements.
Deliver monthly CVM insights to Store Leadership to guide business decisions and outreach priorities.
Manage guest delighting initiatives such as personalized gifting, hospitality moments, and boutique experiences with ROI tracking.
Coordinate 57th Street guest experiences, including:
- Private appointments
- Trunk shows
- Concierge activations
- Personalized client journeys
Review weekly, monthly, and seasonal reports to identify gaps and propose corrective actions to secure KPI performance.
Lead Customer Portfolio Management for the boutique:
- Portfolio assignment & updates (staffing changes, team rearrangements)
- Data quality: merges, updates, preferred shop alignment
- Providing portfolio health insights for Store Director, ASD and Style Advisors
- Overseeing Z2C 2.0 adoption, usage quality, and outreach performance
Manage the boutique’s NPS & Mystery Shop follow-up cycle, ensuring loop closure and continuous improvement feedback.

Execute – Partnerships & Cross-Functional Leadership

Deliver CVM and clienteling training for boutique teams, ensuring consistent adoption of best practices.
Partner with Merchandising, Retail Coordination, Marketing, and Events to translate guest insights into impactful initiatives.
Build boutique-level partnerships (restaurants, hospitality partners, private clubs, luxury services) to elevate guest experiences and extend budgets.
Oversee the monthly boutique outreach calendar aligned to product drops, seasonal opportunities, and commercial expectations.
Support execution of VIP experiences, boutique events, international activations, and high-impact initiatives to strengthen top-client loyalty.

WHO YOU ARE:

4-5 years of experience in the retail or luxury industry
Is a dynamic in-store salesperson and inspiring team leader
Strong customer service orientation, ability to delight clients
Strong interpersonal and organizational skills
Exhibit excellent team leadership, customer service, and interpersonal skills
Bachelor’s Degree or equivalent required
Excellent written and verbal communication skills
Compensation ranges from 100k-110k based on experience; bonus eligible.

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