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Senior CRM Coordinator

Job Details

Locations	United States/NY/New York
Brand	Zegna
Contract type	Permanent Job
JOB FUNCTION	Marketing, Brand Communication & Digital Media/Marketing & Digital

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Senior CRM Coordinator

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 Senior CRM Coordinator based in New York, you will bring your unique strengths to the CRM team, helping us in driving customer engagement, retention, and clienteling excellence across North America.

You’ll work closely with the CRM Manager, to drive meaningful results and shape the way we work and grow.

This role combines customer journey strategy, CRM campaign execution, and retail enablement, acting as the operational engine of the CRM function. You will translate data into actionable client journeys and outreach strategies, while ensuring boutiques are trained, aligned, and equipped to execute CRM initiatives effectively.

You will partner cross-functionally with Retail, Merchandising, Marketing, E-Commerce, Learning & Development, and HQ teams to ensure a seamless omnichannel client experience aligned with brand standards and revenue objectives.

HOW YOU BRING IT TO LIFE

Here’s how you’ll bring this role to life each day — making it your own and shaping it with your unique talents and expertise:

Customer Journey Strategy & Campaign Management

Design and manage seasonal and lifecycle-based customer journeys aligned with business priorities and marketing calendars.
Develop segmentation and targeting strategies to drive personalized engagement.
Plan and execute CRM campaigns across email, SMS, and clienteling platforms.
Manage campaign calendars, audience selection, messaging coordination, and activation timelines.
Monitor campaign performance (retention, repurchase rate, activation, ROMI, engagement) and identify optimization opportunities.
Present key results and recommendations to CRM Manager and cross-functional stakeholders.

Clienteling & Retail Enablement

Act as the primary CRM point of contact for boutique teams across North America.
Customer Portfolio Management - Ensure correct and balanced customer portfolio allocations and client advisor assignments.
Cascade CRM campaigns and journey initiatives to retail teams, ensuring clarity and readiness.
Promote best-in-class clienteling practices that drive revenue, retention, and client loyalty.
Identify and coordinate client delighting opportunities (gifting, events, experiences) in collaboration with Retail Marketing and Events teams.

Training & Adoption

Develop and deliver CRM and clienteling training programs in partnership with Learning & Development.
Host onboarding sessions, refresher trainings, and workshops to strengthen CRM adoption and execution.
Ensure consistent and effective usage of CRM tools, dashboards, and clienteling applications across boutiques.
Collect qualitative retail feedback to continuously improve CRM processes and engagement strategies.

Cross-Functional Collaboration & Process Optimization

Analyze data to transform it into actionable journey improvements.
Collaborate with HQ CRM and IT teams on system enhancements, automation, and tool optimization.
Coordinate with Customer Care to ensure client feedback and NPS insights inform CRM initiatives.
Support CRM-related projects tied to boutique openings, closures, and key business activations.

Reporting & Follow-up

Support the CRM team with weekly and monthly reporting related to retail engagement, adoption, and clienteling KPIs.
Provide qualitative feedback from retail teams to complement data-driven insights.
Participate in special projects focused on CRM tool optimization and retail process improvement.

WHO YOU ARE
This is how you show up:

3-5 years of relevant experience in luxury retail or fashion is strongly preferred.
Excellent communicator with strong interpersonal and relationship-building skills.
Highly organized, proactive, and detail-oriented.
Strong understanding of retail operations and clienteling best practices.
Proficient in Microsoft Office Suite and familiar with PowerBI or similar tools.
Experience with CRM platforms (Microsoft Dynamics or similar).
Proven ability to train, mentor, and motivate retail teams.
Self-starter with a collaborative mindset and passion for client experience.

YOUR ZEGNA OFFER

The pay range for this position $75,000K-$95,000K annually. The rate of pay is dependent on a candidate’s relevant skills and experience.
Hybrid work model (4 days in office required, Friday work from home), designed to balance flexibility and in-person collaboration.
Comprehensive benefits including medical, dental, vision, 401(k) with employer match, and commuter benefits.
Paid time off and holidays, with accrual based on tenure and role.
Learning opportunities, including mentorship, structured programs, and personalized development paths.
Opportunity to contribute to a growing, global brand at the forefront of luxury and innovation.

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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Ermenegildo Zegna N.V., Amsterdam, P.IVA 00154990022 PEC. zegna.holditalia.spa@legalmail.it

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