Gucci Client Advisor — Client Services (Omnichannel)

Overview

Gucci is a globally recognised luxury fashion maison within the Kering group, celebrated for its craftsmanship, creativity and cultural influence. As an employer, Gucci combines high-fashion heritage with a fast-moving retail and digital organisation, offering roles that require strong client focus, cross‑functional collaboration and rigorous attention to brand standards.

Role & Responsibilities

• Provide exceptional omnichannel customer service across phone, written and chat channels to maximise online conversion and client satisfaction.
• Manage end-to-end order fulfilment inquiries including order status, shipping, returns, exchanges, repairs and stock transfers; liaise with warehouse, carriers (e.g. UPS) and DOS stores to resolve issues.
• Own payment-related workflows: investigate declines, manage chargeback cases, coordinate charge sends and partner with payment gateway and fiscal teams to recover losses and meet targets.
• Detect and mitigate fraud by monitoring trends, maintaining fraud rules, organising reviews with payment gateway partners and implementing preventative actions.
• Serve as cross‑functional liaison with Gucci Administration, Fiscal and Technology teams to resolve performance issues and drive system/application enhancements through testing and defect follow‑up.
• Proactively contact clients to resolve declined payments, support phone orders (including sending payment links) and manage data changes or cancellations to ensure timely order completion.
• Advise clients on product, availability and styling; cultivate relationships with high‑value clients (VIG) by delivering personalised, curated service to increase revenue.
• Contribute to process improvements and functional initiatives that enhance service levels, KPIs and operational efficiency.
• Complete required administration accurately and escalate complex or technical issues via Kering service tickets as appropriate.

Qualifications

• 2–3 years’ experience in retail or eCommerce operations, client services or a directly relevant function; luxury eCommerce experience preferred.
• Fluent in English; additional language skills considered an advantage.
• Proven experience handling payments, declines and chargebacks, with a solid understanding of fraud-prevention best practices.
• Strong organisational skills with proven ability to prioritise, multi‑task and manage time in a fast‑paced retail environment (including weekends, evenings and peak event days).
• Excellent interpersonal and communication skills; adept at delivering high‑touch service to affluent clientele and building long‑term relationships.
• Demonstrable problem‑solving ability, attention to detail, and a calm, professional demeanour under pressure.
• Comfortable working cross‑functionally and participating in system testing and rollouts.

Skills

Experience

Minimum 2–3 years of experience in retail or eCommerce operations, client services, or a closely related role, preferably within the luxury fashion sector and with exposure to payments/fraud management.

Education

High school diploma or equivalent required; tertiary qualification in business, retail management, eCommerce or a related discipline preferred.

Workplace

Culture

The workplace reflects Gucci’s blend of heritage and contemporary creativity: highly client-centric, collaborative and fast-paced. Employees are expected to deliver impeccable service, embrace change, and work across functions to support both commercial and brand objectives.

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.