Cvm Coordinator-in Store

4 months ago


Dubai, United Arab Emirates Ermenegildo Zegna Full time

**BASIC PURPOSE OF THE JOB**

In the assigned store, responsible for driving the last mile of client-centric activities; track performance of those initiatives; draw learnings from activities and make effective initiatives repeatable.

**MAIN RESPONSIBILITIES**:

- Be an ambassador on the floor and lead by example on all CVM & Outreach aspects.
- Review weekly CRM KPIs by CA and work with Store Manager and CA to develop monthly action plans. Recap takeaways and report on actual results vs. plan
- Leverage client database to drive business focusing on the assigned store on a local-level
- Partner with CA’s and Store Manager to ensure the highest level of in-store client experience and to develop personal relationships with new and loyal clients; provide support for client appointments (At Home/in-store/virtual)
- Partner with SM to send a brief to Local CVM Specialist on outreach lists needed
- Coordinate communication monthly/weekly calendar of Z2C activities for each CA and monitor execution and quality daily
- Provide support for client appointments (At Home/in-store/virtual)
- Identify opportunities outside/within the store to develop new & Potential Friends of Zegna clients (i.e., In-store, restaurants, hotels, organizations); source client referrals.
- Propose SM a service follow-up on all Potential Friends of Zegna client interactions and action plans.
- Ensure 100% training completion within deadlines
- Provide support to CA In troubleshooting any Z2C-related technical concerns (i.e. ticketing).
- Review all Z2C notes to:

- Provide feedback to Store Manager to ensure quality.
- Identify delighting opportunities and brief corporate delighting team on specific needs.
- Flag duplicate profiles
- Providing support in developing outreach assets.
- Ensure relevant merchandise (Delighting Items) is available (as tied to CVM Outreach Delighting Activity)
- Provide support for MTM as needed to ensure optimal execution of trunk shows.
- Ensure follow-up calls to confirm appointments
- Follow up on cancelled appointments
- Follow up on order
- Communicate with various corporate stakeholders (CVM,VM, marketing, merch, MTM)
- Key support during events on CVM Related responsibilities (Data acquisition, Client lists & invite, etc) Focus on prospect conversion using all available assets
- KPI’S: # of clients activated; Z2C (clients e-registered, % of clients updated, % of notes entered); % of business from outreach; Friends of Zegna; ROI on external partnerships; new clients sourced.
- Provide support in onboarding new hires on any CVM-related concepts & activities.

**Functional **& Core Competences**
- Passionate and open-minded
- Analytical mindset & Data-driven
- Self-motivated, able to work autonomously and results driven.
- Detail oriented and ability to work in a fast-paced environment.
- Excellent communication and follow through skills;
**Key Experiences**
- Strong computer skills: Excel a must.
- Minimum of three years related in-store experience; hospitality/luxury background is a must.
- Excellent communication and interpersonal skills.
- Ability to problem solve and multi-task.
- Self-starter and a team player.
- Proven ability to work both independently and collaboratively with different levels in the organization

**Languages**

English, Arabic would be preferred and other languages a plus.



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