Gucci Client Services Manager

Gucci, a prestigious name in the luxury fashion industry, is part of the Kering Group, a global leader in apparel and accessories. As an employer, Gucci is renowned for fostering creativity, innovation, and excellence. The brand offers a dynamic and inclusive work environment where employees are encouraged to express their individuality and contribute to the brand's legacy of luxury and style.

1. Strategically ensure delivery of an exceptional omnichannel customer experience, translating strategic goals into actionable plans for the team.
2. Lead the regional client service team to drive sales across various communication channels including phone, email, and digital messaging.
3. Manage and execute plans to meet customer experience, efficiency, service level, process adherence, and sales targets.
4. Analyze performance reports to identify trends and opportunities for improving efficiency, profitability, and customer experience.
5. Implement competitive incentive and commission strategies to boost sales and ensure superior service.
6. Monitor team performance and guide the client services team to achieve sales and service quality targets.
7. Maintain high standards of housekeeping and retail standards within the department.
8. Lead or contribute to business projects and initiatives as required.
9. Coach and assess Client Services Associates to deliver outstanding customer experiences.
10. Manage the Client Services team to inspire and improve skills and behaviors.
11. Collaborate with regional and global teams to build digital client outreach strategies and enhance client engagement.
12. Work closely with the training team to develop comprehensive training plans for client service centers.

1. Minimum 8 years of experience in a client service or retail environment, with retail store experience being advantageous.
2. Proven ability to achieve results through action and clear KPI tracking.
3. Demonstrated leadership skills with experience managing a team of over 10 direct reports.
4. In-depth knowledge of the fashion/luxury retail business and understanding of digital and e-commerce operations.
5. Fluency in English, with additional language skills being a plus.

1. Result-driven and data-oriented approach.
2. Ability to influence and lead teams to align with brand direction.
3. Proactive with innovative ideas to enhance customer experience and sales performance.
4. Professional attitude in managing sales and customer service procedures.
5. Enthusiastic advocacy for the Gucci brand and its products.

A minimum of 8 years in a client service or retail environment, with a proven track record in team leadership and achieving sales targets.

Gucci offers a dynamic work environment with opportunities for professional growth and development, along with the chance to work with a globally recognized luxury brand.

Gucci's workplace culture is one of innovation, creativity, and inclusivity. Employees are encouraged to express their individuality and contribute to the brand's ongoing success. The company values collaboration and the sharing of ideas, fostering a community united by a passion for breaking new ground in the fashion world.