Luxury Su Misura Customer Success & Operations Specialist

Ermenegildo Zegna Holditalia S.p.A; New York (NY); Hybrid; USD 70,000 - 76,000; Full time

Benefits offered by this job

Hybrid work model

Medical insurance

Dental insurance

Vision insurance

401(k) match

Commuter benefits

Paid time off

Mentorship programs

Job summary

Ermenegildo Zegna Holditalia S.p.A. in New York seeks a Su Misura Customer Service Associate to support the Made-to-Measure business, managing orders end-to-end and collaborating with internal teams and external partners to ensure a seamless experience from entry to delivery.

The role emphasizes coordination across Wholesale, Finance, and store teams, with a focus on accuracy, timely updates, and customer satisfaction in a luxury retail environment.

Qualifications

• 1-3 years of experience in customer service, operations, wholesale, or luxury retail.
• Strong communication, organizational, and follow-through skills with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Manage Su Misura orders from entry to delivery, ensuring accuracy and on-time processing.
• Coordinate with Su Misura Specialists, Wholesale customers, and internal teams to resolve questions.
• Support pricing, updates, and communication to stores and partners across markets.
• Maintain shipping reports and operational trackers and resolve order-related issues.

Skills

Communication

Organization

Attention to detail

Multitasking

Customer service

Collaboration

Tools

AS400

Excel

Word

Job description

ABOUT ZEGNA

The global leader in luxury menswear, ZEGNA was founded in the Italian Alps in 1910. Part of the Ermenegildo Zegna Group, the brand remains true to the values of its visionary Founder, Ermenegildo Zegna, who believed in creating world-class fabrics in harmony with both nature and local communities—a philosophy embodied by Oasi Zegna, the home of our values. The inspiration behind the brand’s values, Oasi Zegna, continues to guide everything we do at ZEGNA — from supporting our people to fostering a culture of growth, where craftsmanship and innovation are core elements of our learning processes and long-term growth strategy.

YOUR ROLE AT ZEGNA

As Su Misura Customer Service Associate, based in New York, you will provide operational support for ZEGNA’s retail and wholesale Su Misura (made-to-measure) business. You will play a key role in managing the order lifecycle, coordinating with internal teams and external partners, and ensuring a seamless experience from order entry through delivery.

This role will collaborate closely with the Su Misura Customer Service and EDI Supervisor, Wholesale team, Finance, Accounts Receivable, TPL Distribution Center, and store teams to ensure orders are processed accurately and efficiently. You will serve as a key liaison between internal stakeholders, buying offices, and customers while supporting the continued growth of the Su Misura business.

HOW YOU BRING IT TO LIFE

Here’s how you’ll bring this role to life each day - making it your own and shaping it with your unique talents and expertise:

• Manage Su Misura samples and materials for trunk shows and events, overseeing the full process from order placement through receipt and shipment. Ensure timely delivery, organization, and proper maintenance of the sample closet.
• Provide occasional support to the Su Misura team during events across different markets as needed.
• Enter, track, and maintain accuracy of Su Misura orders throughout the full order lifecycle.
• Review incoming orders and partner with Su Misura Specialists and Wholesale customers to address questions, resolve discrepancies, and ensure accuracy.
• Support the Wholesale sales team throughout the Su Misura process, providing timely updates and operational assistance.
• Partner with HQ and internal teams to resolve order-related issues and ensure smooth execution.
• Manage order fulfillment activities, including pricing confirmation, system updates, shipping coordination, delivery tracking, and proactive communication regarding delays or changes.
• Coordinate with Logistics and internal departments to ensure orders are delivered within confirmed timelines and meet customer expectations.
• Maintain shipping reports and operational trackers according to established processes and reporting requirements.
• Resolve customer inquiries and operational challenges by leveraging knowledge of seasonal offers, client history, and company policies.
• Manage, investigate, and resolve chargeback claims in partnership with internal stakeholders.
• Support the Director of Customer Service and broader team initiatives as needed.
• Partner with the Director of Su Misura to update all pricing PDFs and send them out for new season.
• Manage and organize Su Misura book distribution to stores, ensuring timely delivery ahead of each new season.

WHO YOU ARE

This is how you show up:

• 1-3 years of relevant experience in customer service, operations, wholesale, luxury retail, fashion, or a related field.
• Strong communication, organizational, and follow-through skills with excellent attention to detail.
• Ability to manage multiple priorities, meet deadlines, and adapt in a fast-paced environment.
• Enthusiastic self-starter with strong interpersonal skills and the ability to collaborate effectively across teams.
• Strong computer skills with proficiency in Microsoft Excel and Word; experience with AS400 is a plus.
• Experience working with luxury products, made-to-measure/custom products, or client service environments preferred.

YOUR ZEGNA OFFER

• The pay range for this position is $34-36 per hour and is dependent on a candidate’s relevant skills and experience.
• Hybrid work model (4 days in office required, Friday work from home), designed to balance flexibility and in-person collaboration.
• Comprehensive benefits including medical, dental, vision, 401(k) with employer match, and commuter benefits.
• Paid time off and holidays, with accrual based on tenure and role.
• Learning opportunities, including mentorship, structured programs, and personalized development paths.
• Opportunity to contribute to a growing, global brand at the forefront of luxury and innovation.

NATURALLY IN ZEGNA

Joining us means stepping into a world of excellence, where the uniqueness of our authenticity is rooted in the talents of our people, who together contribute to weaving a story of innovation and craftsmanship. You will become part of an ongoing journey of development, uncovering your talents while contributing to a proud legacy and a vibrant tomorrow.

Related Positions Contribute to our proud legacy, and shape our vibrant future, as what makes you, makes Zegna.

Related Positions Contribute to our proud legacy, and shape our vibrant future, as what makes you, makes Zegna. VIEW OPEN POSITIONS