Position: Customer Adviser

Job Objectives:

Provide a truly differentiating customer experience in a results driven professional environment to increase sales for the organization.

Key Results Areas:

1. Customer Relationships and Customer Service

- Consult with customers to discover their needs through exploring customer preferences and occasions for which the customers are shopping.

- Communicate about Zegna heritage, values, brands and vertical integration business model advantages during customer interactions.

- Take ownership of resolving customer issues or complaints.

2.Product

- Develop progressively in-depth knowledge of Zegna products, craftsmanship, fabrics, made-to-measure and style evolution; and use such knowledge to facilitate successful customer selling ceremony.

- Advice customers on styling of total looks by providing dressing and fashion tips around color coordination, textures and patterns, silhouette and proportions, and functionality of garments.

- Perform customer garment-fitting and alteration measurements for ready-to-wear to help customers achieve “perfect fit”.

3. Visual & Image Management

- Demonstrate consistently high standards of personal grooming in accordance to Zegna uniform and grooming standards and guidelines.

- Follow Zegna product and gift packaging standards and guidelines to ensure Zegna luxury and quality image.

- Support Visual Merchandising set-up of store windows and displays; and may take on the role of in-store Visual Merchandising specialist if assigned by the Store Manager.

4. People

- Communicate customer, product and other store information within the store team to ensure customer and business needs are met.

- Make take on the role of new staff in-store learning coach or “buddy” if assigned by the Store Manager.

- Train other team members on new products as assigned by the Store Manager.

5.Sales Management

- Measure own performance using Zegna customer service and sales KPIs such as cross-selling ratio, conversion rate, average sales bill etc.

- Work with the store team to execute action plans to achieve daily, weekly, monthly and yearly sales targets as assigned by the Store Manager.

- Propose service, product, visual and operational improvements that help the team overcome selling obstacles.

6. Store Operations

- Adhere to Zegna store operations and time and attendance policies and standards.

- Follows the directions of the Store Manager or appointed team member on store operational tasks that includes but not limited to stock room, inventory, cashiering, reporting duties, guest beverage service etc.

- Adhere to Company policies and rules in daily work.

Job Requirements / Qualifications:

- ZEM Competency: Generates Customer Delight/ Learning and Self Development/ Passionate and Open Minded.

- Functional Competency and Key Experiences: Selling/ Service Policy/ Policy and Compliance.

- Sales experience in clothing retailing, cosmetics or other high end service industries.