Senior CRM Coordinator

Overview

About Zegna The global leader in luxury menswear, ZEGNA was founded in the Italian Alps in 1910. Part of the Ermenegildo Zegna Group, the brand remains true to the values of its visionary Founder, Ermenegildo Zegna, who believed in creating world-class fabrics in harmony with both nature and local communities—a philosophy embodied by Oasi Zegna, the home of our values. The inspiration behind the brand’s values, Oasi Zegna, continues to guide everything we do at ZEGNA — from supporting our people to fostering a culture of growth, where craftsmanship and innovation are core elements of our learning processes and long-term growth strategy.

The role described is for a Senior CRM Coordinator based in New York, aligned with the CRM team to drive customer engagement, retention, and clienteling excellence across North America.

Senior CRM Coordinator based in New York, you will bring your unique strengths to the CRM team, helping us in driving customer engagement, retention, and clienteling excellence across North America.

You’ll work closely with the CRM Manager to drive meaningful results and shape the way we work and grow. This role combines customer journey strategy, CRM campaign execution, and retail enablement, acting as the operational engine of the CRM function. You will translate data into actionable client journeys and outreach strategies, while ensuring boutiques are trained, aligned, and equipped to execute CRM initiatives effectively.

You will partner cross-functionally with Retail, Merchandising, Marketing, E-Commerce, Learning & Development, and HQ teams to ensure a seamless omnichannel client experience aligned with brand standards and revenue objectives.

Here’s how you’ll bring this role to life each day — making it your own and shaping it with your unique talents and expertise:

• Design and manage seasonal and lifecycle-based customer journeys aligned with business priorities and marketing calendars.
• Develop segmentation and targeting strategies to drive personalized engagement.
• Plan and execute CRM campaigns across email, SMS, and clienteling platforms.
• Manage campaign calendars, audience selection, messaging coordination, and activation timelines.
• Monitor campaign performance (retention, repurchase rate, activation, ROMI, engagement) and identify optimization opportunities.
• Present key results and recommendations to CRM Manager and cross-functional stakeholders.

• Act as the primary CRM point of contact for boutique teams across North America.
• Customer Portfolio Management - Ensure correct and balanced customer portfolio allocations and client advisor assignments.
• Cascade CRM campaigns and journey initiatives to retail teams, ensuring clarity and readiness.
• Promote best-in-class clienteling practices that drive revenue, retention, and client loyalty.
• Identify and coordinate client delighting opportunities (gifting, events, experiences) in collaboration with Retail Marketing and Events teams.

• Develop and deliver CRM and clienteling training programs in partnership with Learning & Development.
• Host onboarding sessions, refresher trainings, and workshops to strengthen CRM adoption and execution.
• Ensure consistent and effective usage of CRM tools, dashboards, and clienteling applications across boutiques.
• Collect qualitative retail feedback to continuously improve CRM processes and engagement strategies.

• Analyze data to transform it into actionable journey improvements.
• Collaborate with HQ CRM and IT teams on system enhancements, automation, and tool optimization.
• Coordinate with Customer Care to ensure client feedback and NPS insights inform CRM initiatives.
• Support CRM-related projects tied to boutique openings, closures, and key business activations.

• Support the CRM team with weekly and monthly reporting related to retail engagement, adoption, and clienteling KPIs.
• Provide qualitative feedback from retail teams to complement data-driven insights.
• Participate in special projects focused on CRM…