Gucci Client Advisor — Client Services (Maternity Cover)

About Gucci

Gucci is an Italian luxury fashion house renowned for its leather goods, ready-to-wear and accessories; it operates globally and is part of the Kering group. As an employer, Gucci offers a fast-paced, creative retail environment where product craftsmanship, brand storytelling and elevated client service are central to daily operations.

Role & Responsibilities

• Manage end-to-end order fulfilment and resolution by liaising with clients and internal/external stakeholders (warehouse, carriers, repairs) to ensure timely delivery and accurate order status.
• Execute fraud detection and prevention measures, monitor fraud trends, and coordinate with payment gateways to maintain chargeback levels within agreed targets.
• Handle payment issues and chargeback queries, recover losses where applicable and meet internal deadlines for dispute resolution.
• Provide exceptional omnichannel customer service via phone, chat and written communication to maximise online conversion and client satisfaction.
• Support VIP (Very Important Gucci) clients with personalised, curated service and styling recommendations that drive incremental revenue.
• Collaborate cross-functionally with Gucci Administration, Fiscal teams, DOS stores and technology/support teams to resolve payment or performance issues and implement system enhancements.
• Participate in functional testing of system/applications changes and follow up on defects to ensure smooth deployment to production.
• Process operational tasks including initiating charge sends, opening Kering service tickets for repairs, arranging carrier pickups for returns/refunds, stock transfers and order amendments or cancellations.
• Maintain up-to-date product knowledge, attend pre-season training and act as a brand ambassador for Gucci storytelling, services and marketing initiatives.
• Identify opportunities for service and process improvements and contribute to initiatives that optimise customer experience and sales performance.

Qualifications

• 2–3 years of experience in retail or eCommerce operations, client services or equivalent; luxury eCommerce sales/customer service experience preferred.
• Fluent in English; additional languages are an advantage.
• Proven ability to prioritise, multitask and perform under pressure with meticulous attention to detail.
• Strong organisational and interpersonal skills with the capacity to work independently and collaboratively across functions.
• Demonstrable customer relationship skills and a track record of achieving sales or service targets in a retail or online environment.
• Flexible availability to work retail hours including weekends, evenings, holidays and key event days.

Skills

Experience

2–3 years in retail or eCommerce operations, client services or a related function; experience in luxury eCommerce or high-end retail customer service is strongly preferred.

Education

High school diploma or equivalent required; diploma or degree in business, retail management or a related field preferred.

Workplace

Culture

Gucci cultivates a dynamic, creative workplace that blends Italian savoir‑faire with global luxury retail practices. The brand emphasises exceptional client service, product expertise and collaborative cross‑functional work in a fast‑moving environment.

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.