CRM Journey Strategy Coordinator

At Ermenegildo Zegna the talents and passion of our people are the pillars of our success. Which is why we’re looking for a CRM Journey Strategy Coordinator in Milan to contribute to our proud legacy and help shape our vibrant future.

What makes you, makes Zegna
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.

BASIC PURPOSE OF THE JOB

We are seeking a passionate and experienced CRM Journey Strategy Coordintor to join the HQ Client Journey Team. As we continue to elevate our client engagement strategies, you will play a key role in designing, optimizing, and scaling customer journeys across all touchpoints. This is a strategic position at the intersection of data analysis, marketing automation, and CRM platform evolution, ideal for someone who thrives in transforming insights into meaningful actions. You will ensure our CRM ecosystem is built around the client, enabled by smart systems and driven by measurable results.

What makes up your day

Step into a hands-on, minds-on work environment where every challenge and opportunity helps you realize your full potential.

In this role, you will:

• Design and optimize customer journeys across key stages to increase engagement, frequency and conversion across segments
• Responsible for the end-to-end processes in the marketing automation platform to ensure they help the business through orchestration of automated journeys. This will include piloting, testing, develop and deploy automated journeys on the dedicated platform, with the aim 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 being 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
• Closely collaborate with whole CRM Journey team to guarantee alignment between journeys and related content
• Closely collaborate with all CRM referents to adapt and/or create ad hoc journey initiatives that appeal to the local customer and his specificities
• Build detailed customer journey maps to communicate information concisely and cultivate a shared vision
• Ensure customer journeys are well-documented

What makes you, makes our team

When you join Zegna, you join a team, working together to shape the future of our company. For this role, we’re looking for someone with:

• 5+ years experience in CRM, client journey management and marketing automation
• Proven 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 DY365 is a plus)
• Deep understanding of customer segmentation, targeting, personalization and CRM best practices
• Ability to work in team and fast-paced environment and eager 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, with a vision to ethically create the world’s finest textiles. Zegna has since 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.