Omnichannel Customer Care Leader

BRUNELLO CUCINELLI USA INC; United States; On-site; USD 45,000 - 55,000; Full time

Job summary

Brunello Cucinelli USA Inc in New York’s Showroom is seeking a Customer Care Manager to lead the omnichannel experience across E‑Commerce and retail, guided by the brand’s values of craftsmanship and service excellence.

You will mentor the Customer Care Ambassadors, partner with CRM, Retail, and Italy HQ, and translate client insights into strategies that deepen loyalty and drive commercial results.

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 is essential.
• Strong understanding of luxury client experience and relationship management.

Responsibilities

• Oversee and elevate the Customer Care experience across E-Commerce and retail channels.
• Set the vision for personalized, concierge-level service and coach the team to anticipate client needs.
• Partner with E-Commerce, CRM, and Buying/Merchandising to inform commercial strategy and growth.
• Lead day-to-day Customer Care activity and establish workflows and service standards.
• Own weekly Customer Care reporting and analyze data to identify trends and opportunities.
• Maintain partnerships across North America and with Italy to align processes.
• Represent the voice of the client to stakeholders and drive continuous improvement.

Skills

Fluency in English

Fluency in Italian

Leadership

Team mentoring

Customer care

Education

Bachelor’s degree

Job description

Brunello Cucinelli USA Inc in New York’s Showroom is seeking a Customer Care Manager to lead the omnichannel experience across E‑Commerce and retail, guided by the brand’s values of craftsmanship and service excellence.

You will mentor the Customer Care Ambassadors, partner with CRM, Retail, and Italy HQ, and translate client insights into strategies that deepen loyalty and drive commercial results.