Serapian - Customer Engagement Intern

Richemont

MILANO, 25, IT

Trainee/Intern

Richemont gestisce alcune delle Maison di beni di lusso più importanti al mondo, in particolare nel settore della gioielleria, orologeria pregiata e accessori premium. Ogni Maison rappresenta l’orgoglio di una tradizione di stile, qualità e artigianato che Richemont cerca di preservare nell’identità e eredità di ognuna delle sue Maison. Allo stesso tempo, impegniamo le nostre forze nella creazione e nel design di prodotti innovativi che mantengano i valori delle nostre Maison, con un processo costantemente creativo.

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