Descrizione:
Profile
The Customer Care Associate, located in our HQ office in Solomeo, is part of the Global CRM team and acts towards the customers who get in contact with the Brand, from all countries and all channels (e-commerce, boutiques, multibrand doors). She/he reports to the Customer Care Supervisor and works closely with the Retail, Multibrand and Digital teams, the e-commerce warehouse, Legal and DPO departments, and with the Local CRM and customer care colleagues.
Responsibilities
- Contribute to spreading the CRM culture within the company.
- In every interaction with customers, try to establish a human connection, which opens doors to the Brand, Solomeo, our Casa Cucinelli and Boutiques around the world.
- Act as a personal stylist for customers, managing both digital and in-store clienteling activities aimed at proactively engaging customers with the Brand, enhancing the client experience, and building strong relationships.
- Review all assigned requests, prioritize and manage resolution ensuring an excellent level of caring, in line with the absolute luxury brand positioning, before, during and after the purchase.
- Manage returns, repairs and alterations: tracking and facilitating operations.
- Support e-commerce OMS, operations and omnichannel activities, online and in boutique (e.G., shipments monitoring and follow-up with clients).
- Participate in special projects (e.G., ad-hoc training sessions, customer delight initiatives, gifting).
Qualifications
- Fluent in English, French and Arabic (both spoken and written).
- Customer-centric orientation with a passion for establishing authentic relationships.
- Previous experience in Customer Care, Retail or CRM roles, ideally in luxury.
- Excellent written and verbal communication skills: able to communicate with customers in a gentle way, in line with the spirit of the Brand, and to alleviate a difficult situation with empathy.
- Extreme attention to detail, ability to prioritize daily work and special projects, a true passion for fashion, styling and storytelling.
- Ability to work both independently and within an international team environment.
- Knowledge of Salesforce is a plus;
good proficiency in Excel is required.
Company Background
Brunello Cucinelli is a high-quality cashmere producer that has developed a vision of contemporary and refined elegance. The company’s story began in 1978 in Solomeo, a small historical hamlet in Italy that has always been the beating heart of the company. It is committed to passing on the legacy of its land to younger generations, building trust-based relationships with collaborators, and promoting individual talent for balanced, respectful and lasting growth.
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