CUSTOMER CARE MANAGER

Title: Customer Care Manager

Department: CRM

Reporting to: Director CRM

Location: NY Showroom

Who You Are

The Customer Care Manager leads and represents the Brunello Cucinelli Omnichannel experience, delivering a personalized, seamless journey across E-Commerce and retail, guided by the House's values of human connection, craftsmanship, and styling excellence.

As a strategic partner across the business, this role champions the voice of the Omnichannel client, using insights to strengthen engagement and deepen loyalty throughout the customer lifecycle. Leading the Customer Care Ambassadors on clienteling and operations, the Manager builds a culture of hospitality and continuous improvement, ensuring consistency and care across every touchpoint. Working closely with CRM, Retail, and Italy HQ, the Customer Care Manager helps shape initiatives that elevate the Omnichannel experience and support commercial goals.

The ideal candidate brings strong leadership, commercial acumen, and emotional intelligence, with a passion for service that embodies Brunello Cucinelli's timeless, humanistic values.

What You'll Do

Customer Experience & Clienteling

• Oversee and elevate the Customer Care experience across E-Commerce, retail, using phone, email, live chat, and other digital channels, ensuring consistency with the brand's luxury standards.
• Set the vision for personalized, concierge-level service, coaching the team to anticipate and exceed client needs throughout the journey - from product discovery and styling to order assistance and post-purchase support.
• Establish frameworks for elevated product recommendations and digital styling, ensuring the team uses product knowledge, client preferences, and purchase history to personalize experiences, at scale.
• Drive strategies for proactive outreach that strengthen relationships, deepen loyalty, and grow repeat business.

E-Commerce & Commercial Growth

• Partner with E-Commerce, CRM, and Buying/Merchandising to inform commercial strategy, drive sales targets, and identify product opportunities, client pain points, and digital performance trends.
• Lead the team in converting service interactions into sales - driving clients relationships by growing cross-selling, upselling, and retention through personalized clienteling.
• Monitor key clienteling and business KPIs, translating performance data into actionable strategies that drive results.

Team Leadership & Operations

• Lead day-to-day Customer Care activity, ensuring timely, effective resolution of client inquiries across all channels.
• Establish workflows and service standards that ensure consistency across touchpoints and serve as a mentor to the team on clienteling, styling, and product knowledge.
• Escalate complex client situations and proactively identify process improvements.
• Ensure seamless continuity between digital and in-store client experiences by partnering with Retail and Italy-based counterparts on operational issues.

Reporting, Analytics & Insights

• Own weekly Customer Care reporting - case volumes, resolution trends, E-Commerce activity, sales opportunities, and key client insights.
• With the help of CRM, analyze Customer Care and E-Commerce data to identify trends and opportunities, maintaining reporting in Excel and other systems for CRM, E-Commerce, Retail, and leadership.
• Track performance against service and commercial KPIs, providing recommendations and ad-hoc analysis as needed.

Cross-Functional Collaboration

• Maintain strong partnerships with CRM, E-Commerce, Retail, Merchandising, and Operations across North America, and with E-Commerce/CRM counterparts in Italy, ensuring alignment on processes and initiatives.
• Represent the voice of the client - sharing feedback, product requests, and emerging trends with stakeholders.
• Participate in special projects that advance the omnichannel experience and business growth.

Qualifications:

• Bachelor's degree required
• 6-8+ years of experience in Customer Care, Client Services, CRM, E-Commerce, Clienteling, Retail, or a related luxury environment.
• Fluency in English and Italian is a requirement.
• Previous experience leading, mentoring, or managing a team a must.
• Strong understanding of luxury client experience and relationship management.
• Demonstrated ability to identify and capitalize on opportunities to drive sales and achieve commercial goals.
• Strong digital and E-Commerce acumen, with an understanding of online customer journeys, conversion, and digital clienteling.
• Excellent product styling and clienteling skills, with the ability to translate the in-store luxury experience into a digital environment.
• Strong analytical and reporting skills, with proficiency in Excel.
• Exceptional communication, organization, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, high-touch environment.
• Collaborative mindset with the ability to effectively partner with teams across North America and Italy.
• Passion for luxury, fashion, client experience, and the Brunello Cucinelli brand.

EEOC

Brunello Cucinelli is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.

As required by New York City salary transparency law, effective November 2022, the expected base salary for this position starts at $50,000. Various factors are considered when extending offers, such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Brunello Cucinelli offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time-off policy, and career opportunities within a dynamic team.