Store Customer Advisor
2 weeks ago
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Full Job DescriptionThe Store Customer Advisors transforms the store visit into amemorable luxury shopping experience, as Brand Ambassadors they engagethe Customers in the discovery of our heritage through stories andcreating an atmosphere of passion and enthusiasm for the Zegnacollections. The Customer Advisors builds a relationship with eachcustomer that lasts over time, and begins with the quality of theirwelcome, the gestures and rituals of the selling ceremony and theprovision of the highest level of service. The Customer Advisors arethe trusted advisors of fashion and style, offering to the customerthe highest level of sophistication and service. The role of theCustomer Advisor at Ermenegildo Zegna stands at the very center of ourorganization as they continue to safeguard the growth and longevity ofour Brand. Main responsibilities: Manage Customer Relationships andCustomer Service during and after the sale Develop a deep knowledge ofthe Zegna collections to advise customers on styling and "total looks"Contribute to store Visual & Image Maximize sales through retailoperational excellence Functional Responsibilities: CustomerRelationships and Customer Service Provide memorable luxury in-storecustomer service experience by following the Zegna Selling Flow andacting in accordance with the Zegna Mindset. Demonstratesentrepreneurial mindset in developing the business. Consistently andeffectively networks to attract new customers and develop a customerdatabase. Consults with customers to discover their needs throughexploring customer preferences and occasions for which the customersare shopping. Anticipates customers' expressed and unexpressed needsand wants and responds appropriately to exceed customer expectationsCreates opportunities for customers to experience multiple Zegnabrands, products and "total looks" through demonstrating relevant yetpersonalized mix and match options. Promote Zegna Made-to-Measureservice as part of the selling repertoire where appropriate to meetthe customer's current and/or future needs. Utilize company provided(iPod/iPad) technology to offer a complete and integrated luxuryexperience. -Leverage "Zegna Stories" to support and enhance theselling ceremony - Collates useful and accurate customer data andinformation in accordance with Zegna CRM procedures and guidelines.Cultivates future customer connections with Zegna (e.g. CRM aftersales activities including Thank You notes and Follow-up phone calls).Utilizes CRM software as the primary tool for after salescommunication Takes ownership of resolving customer issues orcomplaints with empathy, while adhering to Zegna customer servicepolicies such as alteration, damage and repair, global return policiesetc. Collection Develop progressively in-depth knowledge of Zegnaproducts, craftsmanship, fabrics, made-to-measure and style evolutionwhilst translating such knowledge into customer benefits. Advisecustomers on styling of "total looks" by providing dressing andfashion advice as regards color coordination, textures, patterns,silhouette, proportions, and functionality of garments. Solicitcustomer feedback on products and collections and feedback ideas andinputs back to the Store Manager. Keep up-to-date on store stocksituation, adjust selling techniques and sales pitch to maximizesell-through. Perform customer garment-fitting and alterationmeasurements for ready-to-wear to help customers achieve "perfectfit". Understands the required standards and skills of Made-to-Measureservice and when required take on the role of in-store Made-to-Measurespecialist if assigned by the Store Manager. Visual & ImageManagement Demonstrates consistently high standards of personalgrooming in accordance to Zegna uniform and grooming standards andguidelines. Follows Zegna product and gift packaging standards andguidelines to ensure Zegna luxury and quality image. Maintaincleanliness and tidiness of the store environment and productdisplays. Ensure in-store visual merchandising adheres to Zegna VisualMerchandising guidelines and propose improvements to the Store Manageror Visual Merchandising referent. Support Visual Merchandising set-upof store windows and displays; when required take on the role ofin-store Visual Merchandising specialist if assigned by the StoreManager. Team Actively communicate customer, product and other storeinformation within the store team to ensure customer and businessneeds are met. When required support the orientation of new staffthrough acting as learning coach or "buddy" if assigned by the StoreManager. Train other team members on new products as assigned by theStore Manager. Maintain good team work to enhance the overall teammoral to create an enthusiastic sales force environment. SalesManagement Measure own performance using Zegna customer service andsales KPIs such as cross-selling ratio, conversion rate, average salesbill Work with the store team to execute action plans to achievedaily, weekly, monthly and yearly sales and KPI targets as assigned bythe Store Manager. Propose service, product, visual and operationalimprovements that assist the team overcome selling challenges . StoreOperations Adhere to Zegna store operations and time and attendancepolicies and standards. Follows the directions of the Store Manageror appointed team member on store operational tasks that includes butnot limited to stock room, inventory, cashiering, reporting duties,guest beverage service etc. Adhere to Company policies and rules indaily work. Education/ Qualification High school qualificationExperience 1 to 4 years retail sales or customer service experience.Functional Competencies Selling Service Policy Policy and ComplianceZEGNA COMPETENCIES Generates Customer Delight Learning and SelfDevelopment Is Passionate and Open Minded Preferred Zegna Way 2.0COMPETENCIES Proficient with digital technology Familiar with Appleproducts & MS applications Good written communication skillsAsking for money or seems like a fake job
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