Customer Relationship Management

Our Customer Relationship Management (CRM) team plays an important role in deepening, strengthening, and maintaining the longstanding relationships we’ve built with our customers. Predominantly based at our headquarters in Milan, with supporting teams across the regions, they provide us with the necessary insight and analysis to define our marketing strategy and, importantly, better serve our customers. This may be obtained quantitatively through surveys and seasonal statistics, or more quantitatively through wider trends in the industry. We aim to surprise and delight our customers. And it is our CRM team who drives the constant improvement of our Customer Journey so that every interaction is connected and seamless.

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As the Head of Customer Relationship Management, you’ll lead the development of a customer-centric strategy that grows client loyalty and brand advocacy. To do this, you’ll need vision and customer insight, as well as strong analytical and leadership skills to coordinate a global team and drive a strategy that strengthens client engagement and our highly-personalised, omnichannel experience.


As a Customer Journey Coordinator, you will draw on your insight and analysis of client behaviour and industry trends to drive constant improvement across multiple channels and touchpoints in the customer journey. You’ll also work closely with regional markets to bring their expertise into larger conversations and considerations. It’s a role that requires strong critical thinking and analytical expertise as well, customer insight and interpersonal skills.


Our Customer Care Juniors work closely with our top customers, supporting and delighting them through brand advocacy initiatives, and by listening to their needs and finding the right solutions. They also support our CRM coordinators to ensure that our customer activities across the globe continue to both meet our standards of quality and excellence and generate client loyalty. If you possess strong interpersonal skills and are passionate about building relationships, this may be the right role for you.

Matteo, Customer Journey Coordinator - Italy
“I've always loved to work with numbers and this job allows me to feed my passion. I consider myself lucky because I have the chance to use my analytical inclination to investigate customer behaviour in the purchase process. In the last year, my team and I have worked to bring on Zegna systems logics, reports and processes that we experimented with and created. It's nice to have the chance to contribute in the creation of the structures within such a global company.”
Greta Maria, Junior Customer Care Specialist, Italy
“I have been lucky to live close to the historical Zegna Wool Mill in Trivero, so I already had an understanding of the fabric manufacturing, the great heritage of the brand and its positive relationship with the local environment. Now I am proud to be part of it. Zegna is a company that involves the complete supply chain, and I find it fascinating to gain new insights from multiple divisions. Here I have met talented people who encourage you to improve your expertise and widen your analytical thinking.”

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