MISSION OF THE ROLE
The CVM (Customer Value Management) Specialist / Manager is a field-driven role fully dedicated to elevating Clienteling excellence and empowering Style Advisors in Japan. Spending most of their time on the retail floor, this person brings Zegna’s philosophy of personalization to life through hands-on training, in-store coaching, and active participation in outreach and follow-up activities. They act as a key connector between HQ, APAC, and local stores, ensuring that every client interaction reflects Zegna’s distinctive sense of care, attention to detail, and emotional intelligence. This role requires strong empathy, resilience, and the ability to inspire teams through consistent presence, feedback, and example.

MAIN RESPONSIBILITIES
Clienteling Excellence
• Lead by example in stores, reinforcing daily best practices in clientelling, storytelling, and after-sales follow-up.
• Support Style Advisors in mastering personalized outreach through Zegna’s CVM and clienteling tools, ensuring every message feels authentic and meaningful.
• Promote attention to detail and care in every phase of the client journey — from appointment

Hands-On Coaching and Training
• Deliver in-store coaching sessions and micro-trainings focused on outreach quality, tone of voice, and follow-up discipline.
• Observe, role-play, and give constructive feedback to strengthen Style Advisors’ confidence, resilience, and engagement with guests.
• Localize HQ training materials to fit Japanese market nuances, ensuring relevance and emotional resonance.

Field Presence and Team Empowerment
• Spend at least 50% of time on the retail floor across key stores, working side-by-side with Style Advisors.
• Create a positive and trusting environment that encourages ownership, curiosity, and pride.
• Act as a mentor and sounding board for both new and experienced Style Advisors.

Experience Enhancement
• Identify opportunities to refine service rituals and elevate the client experience through practical pilots or local best practices.
• Encourage teams to capture meaningful client insights and translate them into personalized actions.

Collaboration and Feedback Loop
• Partner closely with HQ and APAC CVM & Training teams, sharing field insights and proposing improvements while keeping reporting light and actionable.
• Work with Store Managers to align CVM initiatives with business priorities and client engagement goals.