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 more than 5,000 people to fostering a culture of growth, where craftsmanship and innovation are core elements of our learning processes and long-term growth strategy.
YOUR OPPORTUNITY
Reporting directly to the General Manager, the CRM Manager will own client data strategy, track CRM performance, analyze results, and recommend improvements or new initiatives to the corporate CRM team.
This role is based in Saks Fifth Avenue.
How You Will Contribute - Ensure accurate and complete client data and use insights to drive business growth.
- Collaborate with Saks and ZEGNA staff to elevate the in-store client experience, strengthen relationships with new and established clients, and support all client appointments (in-store, at home, and virtual).
- Train zone sellers and ZEGNA staff on CRM tools including Z2C functionality, and key data capture best practices.
- Ensure timely completion of monthly outreach and thank-you notes.
- Identify dormant or inactive clients and lead targeted re-engagement activities, including development of lookbooks and email templates. Monitor performance and leverage insights to optimize future initiatives.
- Leverage Z2C:
- Identify delighting opportunities and brief corporate Client Engagement team on specific needs
- Maintain awareness of gifting menu options (e.g., watercolor sketches) to support client engagement.
- Translate client data into actionable insights (e.g., upcoming birthdays) to personalize engagement.
- Flag duplicate profiles
- Identify key regional events (e.g., UN Week, Jewish holidays, Frieze, US Open) and collaborate with Saks management team on related activations.
- Partner with corporate CRM on strategic outreach needs.
- Lead planning and execution of in-store and department store special events.
- Collaborate with the 5th Avenue Club to manage upcoming appointments and re-engage inactive clients.
- Ensure merchandise availability aligns with CRM outreach strategy.
- Identify high-potential clients and collaborate with the General Manager on personalized gifting initiatives; manage the gifting tracker, measure ROI, conduct post-mortems, and track client activation.
- Identify high-potential clients for key events (Dinners, Suites, Villas, Fashion Shows). In partnership with Saks management team, develop strategies to drive client participation.
- Support MTM to ensure successful trunk show execution by coordinating event details, confirming appointments, managing cancellations, and liaising with corporate teams (VM, Marketing, Merchandising, MTM).
- Track key KPIs: client activation, Z2C metrics, outreach-driven sales, ROI on partnerships, and new client acquisition. Turn insights into actionable strategies for continued growth.
- Create and implement strategies to develop “new” and “retained new” clients.
- Track client spend to identify potential Zegna Friends. Develop and execute personalized action plans in partnership with the General Manager to drive client development.
- Support the General Manager with store opening and closing processes.
WHO YOU ARE:
- Minimum of 3 years of in-store experience, with a strong background in luxury retail or hospitality required
- Proficient in Microsoft Excel; strong overall computer literacy essential
- Highly analytical with exceptional attention to detail
- Outstanding communication and interpersonal skills, with the ability to build rapport across all levels
- Demonstrated strength in multitasking and creative problem-solving in a dynamic environment
- Proactive, self-motivated, and thrives both independently and within a team setting
- Proven ability to collaborate effectively across departments and levels of seniority within the organization
COMPENSATION
The salary range for this position ranges from $90,000-$94,000 annually plus additional bonus incentives. The rate of pay offered will be dependent on candidates' relevant skills and experience.
