Overview
At Ermenegildo Zegna the talents and passion of our people are the pillars of our success. We’re looking for a CRM Journey Strategy Coordinator in Milan to contribute to our proud legacy and help shape our vibrant future.
The legacy of Zegna would not exist if it weren’t for the unique skills of every person on our team; the makers, masters, designers and doers. Everyone contributes.
Responsibilities
* Design and optimize customer journeys across key stages to increase engagement, frequency and conversion across segments.
* End-to-end processes in the marketing automation platform to ensure they support the business through orchestration of automated journeys, including piloting, testing, developing and deploying automated journeys to improve conversions and increase retention.
* Deploy governance of the marketing automation platform and ensure successful delivery of journeys.
* Partner with global and local teams to ensure alignment with market needs, brand strategy and CRM priorities.
* Analyze customer data and journey performance to draw actionable insights and make recommendations for improvements.
* Collaborate with CRM Data & Insights team to define KPIs, understand behavioral patterns, and segment evolution.
* Work closely with IT Project Manager to share business needs and ensure they are considered in the CRM Platform development roadmap.
* Lead the realization of new journeys, from journey logic design to content flow, audience rules and performance tracking.
* Ensure journeys are scalable, measurable, and continuously improved through test & learn methodology.
* Contribute to the development of a strong CRM Journey strategy program, supporting retail objectives and brand elevation.
* Collaborate with the CRM Journey team to align journeys with related content and with all CRM referents to adapt or create ad hoc journey initiatives for local customer needs.
* Build detailed customer journey maps to communicate information concisely and cultivate a shared vision; ensure journeys are well-documented.
Qualifications
* 5+ years experience in CRM, client journey management and marketing automation.
* Proven track record in designing journeys, customer engagement programs and trigger-based flows.
* Strong analytical mindset, able to interpret data and translate into actionable strategy.
* Solid experience working with CRM platforms (Microsoft Dynamics 365 is a plus).
* Deep understanding of customer segmentation, targeting, personalization and CRM best practices.
* Ability to work in a team and fast-paced environment and eagerness to learn to improve skillset.
* Great communicator to promote journey strategies with stakeholders.
* Strategic mindset, organizational and interpersonal skills.
* Ability to handle multiple projects and work independently.
* Fluent English; other languages a plus.
What makes you, makes our legacy: Ermenegildo Zegna Group is founded on a proud history of craftsmanship and quality dating back to 1910; Zegna has expanded to ready-to-wear, becoming one of Italy’s most successful family companies and a global luxury lifestyle brand. Through our vertically-integrated, sheep to shop approach, we strive to create exceptional products without compromising on quality of life for future generations. With over 500 stores and 6,500 employees worldwide, our success is inspired by our founder’s pioneering spirit and shaped by the expertise and integrity of every individual at Zegna.
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