Gucci Client Advisor, eCommerce & Client Services

Overview

Gucci is an iconic Italian luxury fashion house renowned for its craftsmanship, innovation and global retail presence. As part of the Kering group, the brand combines rich heritage with contemporary creativity, operating a diverse network of boutiques and digital channels and offering employees exposure to high standards of client service, product knowledge and cross‑disciplinary collaboration.

Role & Responsibilities

• Manage end‑to‑end eCommerce order fulfilment: resolve order inquiries by liaising with clients, warehouse, carriers (e.g., UPS) and repair teams.
• Operate fraud detection and prevention processes; investigate payment issues and administrate chargebacks to mitigate losses and meet agreed targets.
• Recover payment losses and respond to chargeback queries within required deadlines; initiate and follow up on charge sends.
• Partner cross‑functionally with Administration and Fiscal teams to resolve payment‑related performance issues.
• Participate in functional testing for system and application enhancements and coordinate with technology/support teams to ensure smooth releases.
• Provide high‑quality omni‑channel client support via phone, written and chat channels for orders, returns, exchanges, repairs, shipping and stock availability.
• Deliver personalised styling advice and dedicated service to VIP clients to drive conversion and revenue.
• Process phone orders and payment links, manage order amendments or cancellations, request stock transfers and arrange carrier pickups for returns/refunds.
• Monitor fraud trends and report statistics; organise regular reviews with payment gateway partners.
• Maintain accurate administration and documentation; support ad‑hoc operational tasks and continuous service improvement initiatives.

Qualifications

• 2–3 years’ experience in retail or eCommerce operations, client services or an equivalent customer‑facing role.
• Experience in luxury eCommerce sales or high‑end customer service is preferred.
• Fluent in English; additional languages are an advantage.
• Proven organisational ability, attention to detail and capacity to prioritise in a fast‑paced environment.
• Strong interpersonal skills with the ability to work independently and across functions.
• 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 comparable customer‑facing function; prior luxury brand or high‑end eCommerce experience strongly preferred.

Education

High school diploma or equivalent; tertiary qualification in business, retail, communications or a related field preferred.

Workplace

Culture

The brand fosters a culture that balances artisanal heritage with contemporary innovation, valuing impeccable client service and storytelling. Employees operate in a fast‑paced, collaborative environment with high standards for product knowledge, client relationships and cross‑disciplinary teamwork.

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.