Junior Customer Journey Analyst

Job location:
EMEA/Italy

City:
Milan

Job type:
INTERN
Brand / division:
Ermenegildo Zegna is an Italian luxury fashion house, specializing in men's clothing.
Position's Scope:

The Ermenegildo Zegna Group is one of Italy’s most famous family driven enterprises and is the leading Italian brand in luxury menswear.

For our HQ in Milan, we are looking for a Junior Customer Journey Analyst Intern to join our CRM team.

Our CRM team is responsible for providing the necessary insight to understand and better serve our customers and drive constant improvement of the Customer Journey.

As a Customer Journey Analyst your analyses, reports and input will help us define our marketing strategy, and ensure every customer interaction is connected and seamless.

Job responsibilities

Your principal responsibilities include:

Conducting analysis and creating weekly, monthly and seasonal reports on:

  • customer and sales performance vs. targets focusing on core KPIs
  • Database Health
  • Contact Strategy performance
  • Customer Portfolio Status

 

Ad hoc analysis and reports on:

  • Customer Journey touchpoints, timelines, and patterns leading to initiative creation, selling flow adjustments, offer adaptation, etc.
  • Store closure and CA turnover / transfer transition success rates around customer retention
  • Marketing and event list creation, deployment, and monitoring in line with the seasonal contact strategy
  • Database ownership in collaboration with direct manager and markets to create initiatives for both data gathering and cleaning as necessary
Candidate's profile

Our ideal candidate has:

  • A university degree in business/finance/engineering
  • An exceptional analytical aptitude and advanced Microsoft Excel skills
  • A pursuit of excellence and customer-focus mindset
  • Strong organisational and time management skills
  • The capacity to work both independently and collaboratively in a fast paced, high volume environment

The global scope of this activity, means excellent English skills are essential. Any additional language is a plus.

Previous experience in data analysis and customer relations is preferable.

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