Pier Luigi Masetto

As a Flagship Store Manager I act as the business local expert and Brand Ambassador, responsible for delivering the business strategy, promoting our luxury brand and achieving business objectives for the store. Acting as an entrepreneur, I build the business inside and outside the store’s four walls, cultivating a genuine customer-centric culture gaining a deep understanding of the client, ensuring personalized service levels and building authentic and lasting relationships.

My main responsibilities are:

• Translating store KPIs into action plans for the team. Providing clear, challenging goals and holding the team accountable.
• Ensuring every team member develops and executes a daily/weekly/monthly sales strategy, including client outreach, appointments (in-store, out-of-store, and virtual), and consignments.
• Implementing retention actions through clienteling tools to increase sales both in-store and virtually.
• Ensuring the standard and accurate application of best practices for selling and customer service; holding the team accountable for consistent execution.
• Aligning staff schedules with sales plans to ensure appropriate floor coverage.
• Interpreting competitors' activity and market environment to propose new ideas for business development, including creating a network of local business partners to act as Brunello Cucinelli Ambassadors and generate client referrals.
• Developing a deep personal connection with the store’s top clients; creating customized strategies for growing the top-spending customer segment.
• Creating a warm and friendly store environment aligned with our luxury brand. Developing "storytelling" capabilities within the team to ensure the highest level of customer connection.
• Monitoring monthly CRM/Marketing KPIs and reporting to capture meaningful customer data for building relationships and ensuring customer data collection through appropriate tools.
• Communicating information related to Company/Region priorities and goals, and nurturing a positive and dynamic internal environment.
• Embracing and promoting change and transformation, actively inspiring others to do the same.
• Attracting and recruiting the best profiles through networking and market scouting. Facilitating the onboarding plan for every new employee.
• Defining and assigning clear objectives, setting challenging goals, and monitoring individual performances.
• Identifying talents, recognizing, and rewarding store best performers.
• Coaching the store team to develop competencies and support their growth; ensuring training program deployment.
• Implementing effective solutions/resolutions for all employee relations issues in collaboration with HR and the Retail Area Manager.
• Partnering with VM to identify and implement product placement strategies to maximize store sales.
• Partnering with the local Merchandising team, providing effective feedback on products and collections, and keeping up to date on stock situation, consolidation, and transfers.
• Ensuring the implementation of Company guidelines in terms of store experience (team grooming, music, video, food and beverage, etc.) and store maintenance.
• Assessing, monitoring, and improving the store’s alteration standards through managing store customer advisors and tailors.
• Ensuring the store team adheres to guidelines, policies, and procedures in all areas of operational activity.
• Ensuring and supervising the usage of digital services to increase business opportunities and virtual sales, and to improve customer service.

• At the Zegna boutique in Milan Montenapoleone and in Venice, I managed the Boutique.
• My role consisted of organizing human resources (attendance management, administration, recruiting, staff training and development, talent identification, shifts and scheduling, data analysis and sharing, CA budget creation, and BDG store analysis), drafting reports, and conducting strategic and analytical sales and KPI analysis. I managed the administrative activities of the boutique and applied the brand's commercial and visual strategies. I also handled every aspect of training with IT systems (SAP/Xstore), managed cash, coordinated the in/out logistic flows of goods (SAP Fiori), developed the store's commercial activities, identified new potential business strategies, and ensured the correct selling flow with customers. Additionally, I managed the CRM aspect by developing personalized omnichannel marketing actions.

• At a new concept store located within Green Pea mall, I managed my team on a day-to-day basis, both in-person and remotely, with coaching activities and the development of their sales and storytelling skills. Additionally, I handled all other aspects of control: budgeting, accounting, inventory activities, marketing, and business development with new commercial partners.

• In the summer season of 2020, I managed the boutique located on Via Camerelle, delving into all administrative and commercial activities and expanding the network in the Capri market. I developed activities aimed at recruiting new clients and strengthening relationships with partners, building collaborations with yacht clubs and the best luxury resorts on the island.