Serapian - Customer Engagement Intern

Job description

Serapian, a prestigious luxury Maison of Richemont Group, seeks a highly motivated and detail-oriented intern to join our Marketing department. This exciting opportunity provides hands-on experience in managing customer engagement strategies across various channels, including customer care and social media. The ideal candidate possesses a passion for the luxury industry, a strong understanding of social media best practices, and excellent communication skills.

 

How will you make an impact?

 

Customer Engagement:
•    Serve as the primary point of contact for all customer care inquiries from various sources (boutiques, e-commerce, external partners).
•    Manage external customer care representatives, ensuring adherence to brand guidelines for service quality, response quality, and tone of voice.
•    Monitor customer interactions (calls, emails, etc.) to maintain consistent service quality and Richemont standards.
•    Collaborate with internal teams (Supply Chain, E-commerce, Wholesale) 
•    Coordinate with internal teams to provide after-sales service and repair support to clients.
Social Media Management:
•    Collaborate with the Marketing Director and external partners (creative consultants, agencies) to develop and execute social media strategies.
•    Collaborate with the PR team and external agencies to develop and manage relationships with social media influencers and content creators.
•    Organize and facilitate regular meetings (weekly/monthly) with internal and external stakeholders to ensure effective communication and project progress.
•    Utilize analytical tools (e.g., Sprinklr, Meta Business Manager) to monitor and evaluate social media performance.

 

How will you experience success with us?

•    Currently pursuing a Bachelor's or Master's degree in Marketing, Communications, or a related field.
•    Strong understanding of social media best practices and current trends in the luxury industry.
•    Excellent written and verbal communication skills.
•    Fluency in English (native fluency a plus) and Italian.
•    Detail-oriented and highly organized.
•    Plus: using social media analytics tools (e.g., Sprinklr) and customer care tools (e.g., Zendesk).

 

Your journey with us:

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals.

·  Initial screening call with the Richemont Talent Team
·  Meeting with the Omnichannel & Client Experience Manager
·  Meeting with the Marketing & Comm Director Serapian