Brunello Cucinelli Customer Care Manager

About Brunello Cucinelli

Founded in 1978, Brunello Cucinelli is an Italian luxury house renowned for exceptional cashmere, refined ready-to-wear and an understated aesthetic. Rooted in the medieval hamlet of Solomeo, Umbria, the company champions a philosophy of humanistic capitalism that places human dignity, craftsmanship and long-term stewardship at the heart of enterprise. As an employer, it offers a distinctive setting where artisanal heritage meets international ambition, bringing together expertise across design, production, retail and corporate functions. Its emphasis on respectful working relationships, the transmission of skills and the cultural life of its community defines an environment shaped by quality, responsibility and a shared appreciation of beauty.

Role & Responsibilities

• Oversee and elevate the customer care experience across e-commerce and retail channels, including phone, email, live chat, and digital platforms, ensuring alignment with luxury brand standards
• Set the vision for personalized, concierge-level service and coach the Customer Care Ambassadors team to anticipate and exceed client needs throughout the customer journey
• Establish frameworks for elevated product recommendations and digital styling, leveraging product knowledge, client preferences, and purchase history to personalize experiences at scale
• Drive proactive outreach strategies that strengthen relationships, deepen loyalty, and grow repeat business
• Partner with e-commerce, CRM, and buying/merchandising teams to inform commercial strategy, identify product opportunities, and address client pain points and digital performance trends
• Lead the team in converting service interactions into sales by growing client relationships through cross-selling, upselling, and retention via personalized clienteling
• Monitor key clienteling and business KPIs, translating performance data into actionable strategies
• Lead day-to-day customer care operations, ensuring timely and effective resolution of client inquiries across all channels
• Establish workflows and service standards that ensure consistency across touchpoints and serve as mentor on clienteling, styling, and product knowledge
• Escalate complex client situations and identify process improvements
• Ensure seamless continuity between digital and in-store experiences by partnering with retail and Italy-based counterparts
• Own weekly customer care reporting, including case volumes, resolution trends, e-commerce activity, sales opportunities, and key client insights
• Analyze customer care and e-commerce data in collaboration with CRM to identify trends and opportunities, maintaining reporting in Excel and other systems
• Maintain strong partnerships with CRM, e-commerce, retail, merchandising, and operations across North America and with counterparts in Italy
• Represent the voice of the customer by 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
• 6–8+ years of experience in customer care, client services, CRM, e-commerce, clienteling, retail, or related luxury environment
• Fluency in English and Italian
• Proven experience leading, mentoring, or managing a team
• 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 understanding of online customer journeys, conversion, and digital clienteling
• Excellent product styling and clienteling skills, with ability to translate the in-store luxury experience into a digital environment
• Strong analytical and reporting skills, with proficiency in Microsoft Excel
• Exceptional communication, organization, and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced, high-touch environment
• Collaborative mindset with ability to effectively partner with teams across North America and Italy
• Passion for luxury, fashion, client experience, and the Brunello Cucinelli brand

Skills

Experience

6–8+ years of experience in customer care, client services, CRM, e-commerce, clienteling, retail, or a related luxury environment, with proven leadership experience managing and mentoring teams.

Education

Bachelor's degree required.

Workplace

Compensation

The base compensation for this position is USD 50,000 per annum.

Benefits

Health and dental insurance, life insurance, disability insurance, 401(k), paid holidays, generous paid time-off policy, and career opportunities within a dynamic team.

Culture

Brunello Cucinelli’s workplace culture is shaped by its philosophy of humanistic capitalism, placing human dignity, craftsmanship and respect at the heart of the business. Rooted in the Italian village of Solomeo, the brand fosters an environment that values artisanal expertise, a sense of community and a thoughtful balance between work and personal life.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.