Store Customer Advisor

The Store Customer Advisors transform the store visit into a memorable luxury shopping experience. As Brand Ambassadors, they engage customers in the discovery of our heritage through stories and create an atmosphere of passion and enthusiasm for the Zegna collections. The Customer Advisors build a relationship with each customer that lasts over time, beginning with the quality of their welcome, the gestures and rituals of the selling ceremony, and the provision of the highest level of service. They are the trusted advisors of fashion and style, offering customers the highest level of sophistication and service. The role of the Customer Advisor at Ermenegildo Zegna stands at the very center of our organization as they continue to safeguard the growth and longevity of our Brand.

Main Responsibilities

• Manage Customer Relationships and Customer Service during and after the sale
• Develop a deep knowledge of the Zegna collections to advise customers on styling and “total looks”
• Contribute to store Visual & Image
• Maximize sales through retail operational excellence

• Provide a memorable luxury in-store customer service experience by following the Zegna Selling Flow and acting in accordance with the Zegna Mindset.
• Demonstrate an entrepreneurial mindset in developing the business.
• Consistently and effectively network to attract new customers and develop a customer database.
• Consult with customers to discover their needs through exploring customer preferences and occasions for which they are shopping.
• Anticipate customers’ expressed and unexpressed needs and wants and respond appropriately to exceed customer expectations.
• Create opportunities for customers to experience multiple Zegna brands, products, and “total looks” through demonstrating relevant yet personalized mix and match options.
• Promote Zegna Made-to-Measure service as part of the selling repertoire where appropriate to meet the customer’s current and/or future needs.
• Utilize company-provided technology to offer a complete and integrated luxury experience.
• Leverage “Zegna Stories” to support and enhance the selling ceremony.
• Collate useful and accurate customer data and information in accordance with Zegna CRM procedures and guidelines.
• Cultivate future customer connections with Zegna (e.g. CRM after-sales activities including Thank You notes and Follow-up phone calls).
• Utilize CRM software as the primary tool for after-sales communication.
• Take ownership of resolving customer issues or complaints with empathy while adhering to Zegna customer service policies.

• Develop progressively in-depth knowledge of Zegna products, craftsmanship, fabrics, made-to-measure, and style evolution whilst translating such knowledge into customer benefits.
• Advise customers on styling of “total looks” by providing dressing and fashion advice regarding color coordination, textures, patterns, silhouette, proportions, and functionality of garments.
• Solicit customer feedback on products and collections and feedback ideas and inputs back to the Store Manager.
• Keep up-to-date on store stock situation, adjust selling techniques and sales pitch to maximize sell-through.
• Perform customer garment-fitting and alteration measurements for ready-to-wear to help customers achieve “perfect fit.”
• Understand the required standards and skills of Made-to-Measure service and when required take on the role of in-store Made-to-Measure specialist if assigned by the Store Manager.

• Demonstrate consistently high standards of personal grooming in accordance with Zegna uniform and grooming standards.
• Follow Zegna product and gift packaging standards to ensure Zegna luxury and quality image.
• Maintain cleanliness and tidiness of the store environment and product displays.
• Ensure in-store visual merchandising adheres to Zegna Visual Merchandising guidelines and propose improvements to the Store Manager.
• Support Visual Merchandising setup of store windows and displays; when required take on the role of in-store Visual Merchandising specialist if assigned by the Store Manager.

• Actively communicate customer, product, and other store information within the store team to ensure customer and business needs are met.
• When required, support the orientation of new staff through acting as learning coach or “buddy” if assigned by the Store Manager.
• Train other team members on new products as assigned by the Store Manager.
• Maintain good teamwork to enhance the overall team morale to create an enthusiastic sales force environment.

• Measure own performance using Zegna customer service and sales KPIs.
• Work with the store team to execute action plans to achieve daily, weekly, monthly, and yearly sales and KPI targets as assigned by the Store Manager.
• Propose service, product, visual, and operational improvements that assist the team in overcoming selling challenges.

• Adhere to Zegna store operations and time and attendance policies and standards.
• Follow the directions of the Store Manager on store operational tasks that include but are not limited to stock room, inventory, cashiering, reporting duties, guest beverage service, etc.
• Adhere to company policies and rules in daily work.

• High school qualification.

• 1 to 4 years of retail sales or customer service experience.

• Selling
• Service Policy
• Policy and Compliance

• Generates Customer Delight
• Learning and Self-Development
• Is Passionate and Open-Minded

• Proficient with digital technology
• Familiar with Apple products & MS applications
• Good written communication skills