Zegna · 1 week ago
Client Engagement Manager
New York, United States
Full-time
Onsite
Mid, Senior Level
$100K/yr - $110K/yr
4+ years expZegna is a world leader in luxury menswear, known for its craftsmanship and contemporary innovation. The Client Engagement Manager will lead consumer engagement and CVM execution for the flagship location, transforming guest data into personalized strategies that drive retention and acquisition.
FashionRetailTextiles
Responsibilities
Extract, interpret, and transform boutique-level CVM and behavioural data into clear engagement strategies and guest action plans
Partner with the Director of Client Engagement & Salotto to align boutique engagement priorities with HQ CVM guidance, KPIs, and annual targets
Implement the Contact Strategy and Zegna Journey at boutique level, adapting initiatives to the 57th Street guest profile
Translate dashboards, guest trends, and portfolio insights into actionable recommendations for Store Managers and Style Advisors
Build individual guest-level plans for top-client development to increase spend, retention, and loyalty
Ensure consistency and accuracy in weekly and monthly reporting, identifying opportunities and commercial levers
Monitor boutique CVM KPIs such as: Domestic retention (New, Loyal, Repeat Purchase), New Guest Acquisition, Outreach & Outreach Sales, Guest Activation Rates, Database Health & Consent Maintenance, NPS performance and loop closure, Portfolio Health & E-Registration, Omnichannel Purchases, Merge Status & Data Quality, Zegna Friends
Lead execution and optimization of boutique outreach initiatives aligned to commercial targets
Review clienteling behaviours in the boutique to identify opportunities, challenges, and process improvements
Deliver monthly CVM insights to Store Leadership to guide business decisions and outreach priorities
Manage guest delighting initiatives such as personalized gifting, hospitality moments, and boutique experiences with ROI tracking
Coordinate 57th Street guest experiences, including: Private appointments, Trunk shows, Concierge activations, Personalized client journeys
Review weekly, monthly, and seasonal reports to identify gaps and propose corrective actions to secure KPI performance
Lead Customer Portfolio Management for the boutique: Portfolio assignment & updates (staffing changes, team rearrangements), Data quality: merges, updates, preferred shop alignment, Providing portfolio health insights for Store Director, ASD and Style Advisors, Overseeing Z2C 2.0 adoption, usage quality, and outreach performance
Manage the boutique’s NPS & Mystery Shop follow-up cycle, ensuring loop closure and continuous improvement feedback
Deliver CVM and clienteling training for boutique teams, ensuring consistent adoption of best practices
Partner with Merchandising, Retail Coordination, Marketing, and Events to translate guest insights into impactful initiatives
Build boutique-level partnerships (restaurants, hospitality partners, private clubs, luxury services) to elevate guest experiences and extend budgets
Oversee the monthly boutique outreach calendar aligned to product drops, seasonal opportunities, and commercial expectations
Support execution of VIP experiences, boutique events, international activations, and high-impact initiatives to strengthen top-client loyalty
Qualification
Required
4-5 years of experience in the retail or luxury industry
Is a dynamic in-store salesperson and inspiring team leader
Strong customer service orientation, ability to delight clients
Strong interpersonal and organizational skills
Exhibit excellent team leadership, customer service, and interpersonal skills
Bachelor's Degree or equivalent required
Excellent written and verbal communication skills
Company
Zegna
Inspired by our visionary founder, Zegna follows its own path down the road that Ermenegildo built over 110 years ago in the mountains in Piedmont, Northern Italy.
5001-10000 employees
H1B Sponsorship
Zegna has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$376.4MKey Investors
Temasek Holdings
2025-07-29Post Ipo Equity· $126.4M
2021-12-20Post Ipo Equity· $250M
2021-12-20IPO
Leadership Team
Nilly Foster
President & CEO - North America
Marta Madoro
Chief Operating Officer North America
Recent News
Company data provided by crunchbase