Very Important Customer Engagement Specialist
Max Mara Fashion Group
Very Important Customer Engagement Specialist
Max Mara Fashion Group
Designs, manufactures, and retails luxury fashion
VIC Engagement Specialist
The Very Important Customer Specialist is responsible for activating the Customer Data Base (Actual and Prospect) of the Consumer Cluster as defined by the CRM based on the defined Omnichannel strategies.
Designs and executes Marketing Drive to Store initiatives (increasing the physical and digital Footfall) aimed at developing acquisition and retention in the assigned perimeter of Channels (both Direct and Indirect, both Offline and Online) and Brands in the assigned geographies, based on the Customer Journey/Brand strategies received from the Omnichannel direction, developed by the Consumer Engagement Manager.
Core Responsibilities
Acquires the strategic decisions received from the General Management in the Omnichannel area, expressed in a Road Map by the Consumer Engagement Director together with the Approved Budget; this Road map also includes the VICs.
Analyzes the performance of the activities in quality and quantity to draw up a brief in which indications for future actions emerge.
Defines in agreement with the Consumer Channel the "service Model" of the event, including any necessary training.
Design and create event templates for sales touch points - Physical and digital stores Pop Ups etc. (quality, methods, costs, sourcing, etc.) to be entrusted for execution to partners / subsidiaries.
Designs, manages and implements the planning of the individual initiatives according to the VIC Road Map approved by the Management, taking care to respect the times and resources entrusted by defining the expected Key Results.
Is directly responsible for the production and operational coordination of the VIC Events, activating the Sales staff specialized in the VIC Experience.
Monitors the results of the initiatives through a set of KPIs which represents a control dashboard.
Operate according to the orchestration defined by the Brand and executed by all Omnichannel players.
Receives the Road Map of the Consumer Engagement initiatives and related Priorities, and operationally and effectively implements the VIC initiatives consistently with the Strategies received.
Shares the hiring and training practices with foreign countries management of the VIC Cluster.
Supervises the hiring and training process of in-store personnel dedicated to VIC.
Fluent in Italian and English (spoken and written)
Proven experience as a VIC (5+ years) Specialist within the Fashion or Luxury goods industry
Previous experience in a luxury retail environment is highly preferred
A natural ability to build long-term, trust-based relationships with vic clientele
Excellent organizational skills with the ability to manage multiple tasks simultaneously and prioritize effectively in a fast-paced, deadline-driven environment
Detail-oriented, with a proactive and collaborative attitude
The role will be based in Reggio Emilia HQ
Designs, manufactures, and retails luxury fashion
Max Mara Fashion Group designs, manufactures, and sells luxury ready-to-wear across its brands including Max Mara, Sportmax, Marella, and Marina Rinaldi. It uses a vertically integrated model, controlling design, production, and distribution to ensure high craftsmanship through its own stores and e-commerce. The group operates globally in 105+ countries with over 5,500 employees, and emphasizes personalized customer service to build loyalty. Its goal is to maintain its luxury reputation by balancing traditional craftsmanship with responsive, customer-focused retail across multiple markets.
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