Gucci Client Services Manager

Overview

Gucci, a renowned name in luxury fashion, is part of the esteemed Kering Group, a global leader in apparel and accessories. As an employer, Gucci is committed to fostering a dynamic and inclusive workplace where creativity and innovation thrive. The brand is dedicated to nurturing talent and providing opportunities for professional growth and development within the luxury fashion industry.

Role & Responsibilities

• Strategically ensure delivery of an exceptional omnichannel customer experience, translating goals into actionable plans for the team.
• Lead the regional client service team to drive sales across various communication channels including phone, email, and digital platforms.
• Manage and execute plans to meet customer experience, efficiency, service level, process adherence, and sales targets.
• Proactively analyze performance reports to identify trends and opportunities for improvement in efficiency, profitability, and customer experience.
• Recognize and reward high performance, ensuring drivers are understood and shared.
• Define and implement competitive incentive and commission strategies to boost sales and service quality.
• Monitor and influence the client services team to achieve sales and service quality targets.
• Maintain high standards of housekeeping and retail standards within the department.
• Actively lead or contribute to projects and initiatives as required by the business.
• Coach and assess Client Services Associates to deliver a superior customer experience.
• Effectively manage the Client Services team to identify and address skill and behavior improvement areas.
• Use management information and customer feedback to identify team strengths and opportunities.
• Collaborate with regional and global teams to build digital client outreach strategies and enhance client engagement.
• Work with training teams to develop comprehensive training plans for client service centers.

Qualifications

• Minimum 8 years of experience in a client service or retail environment, with retail store experience being advantageous.
• Proven ability to achieve results through action and clear KPI tracking.
• Demonstrated ability to influence and lead teams to align with brand direction.
• Proven record of successful team leadership with more than 10 direct reports.
• Excellent knowledge of the fashion/luxury retail business and understanding of digital and e-commerce operations.
• Professional attitude in handling business procedures for sales and customer service.
• Proactive with the ability to generate innovative ideas to improve customer experience and sales performance.
• Fluent in English, with knowledge of additional languages being a plus.

Skills

Experience

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

Workplace

Benefits

Gucci offers a comprehensive benefits package that includes opportunities for professional development, a dynamic work environment, and the chance to be part of a prestigious global brand.

Culture

Gucci fosters a culture of innovation, creativity, and inclusivity. The company values passion and dedication, encouraging employees to break new ground in the fashion world. The workplace is collaborative, with a strong emphasis on personal and professional growth.

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.