Gucci Client Services Team Manager

About Gucci

Gucci, one of the world’s most influential luxury houses, offers employees the opportunity to contribute to a Florentine legacy defined by creativity, craftsmanship and cultural daring. As part of Kering, the Maison combines Italian heritage with a progressive global outlook, fostering careers across design, retail, clienteling, merchandising, digital, operations and corporate functions. Gucci seeks individuals who bring curiosity, excellence and an entrepreneurial spirit, supporting them through inclusive leadership, learning opportunities and international mobility. Its workplace celebrates self-expression, collaboration and innovation, while upholding exacting standards of quality, sustainability and client experience.

Role & Responsibilities

• Oversee day-to-day department operations to achieve service-level, quality, and staffing goals.
• Build strong client relationships to maximize satisfaction and increase loyalty and retention.
• Understand company KPIs and monitor weekly reports to inform daily and monthly performance coaching.
• Analyze and prioritize incoming daily work and arrange back-up processing support as needed.
• Identify orders requiring special handling in partnership with the operations team.
• Evaluate and support process improvements to increase accurate output from clients and stores.
• Manage scheduling, attendance, punctuality, vacation planning, shifts, breaks and lunches, training, and offline activities.
• Review daily eCommerce sales and identify high-value or exceptional orders requiring follow-up, potentially adding clients to the Very Important Gucci Clients (VIG) list.
• Monitor calls for demeanor, accuracy, and consistency, ensuring adherence to company policies, procedures, and service levels.
• Conduct monthly coaching and counseling sessions, review employee performance, and provide timely feedback.
• Train and develop direct reports for future growth and career development.
• Control workflow through understanding and enforcement of company policies and procedures.
• Ensure the team complies with company HR and operational policies and procedures.
• Compile and generate customer service reports.
• Monitor the website and raise customer-related improvement opportunities and issues with the eCommerce and merchandising teams.
• Serve as the point of contact for client advisors experiencing website issues.
• Work collaboratively as part of a team and independently.

Qualifications

• Call center phone management and contact-volume reporting experience is a plus.
• Knowledge of Salesforce, Oracle, Cybersource, and stock inventory systems is preferred.
• Proven ability to manage complex and competing priorities.
• Intermediate to advanced computer skills.
• Ability to work in a fast-paced environment while managing multiple channels simultaneously.
• Confidence resolving customer complaints and managing escalated inquiries effectively.
• Excellent interpersonal, written, telephone, and communication skills.
• Ability to develop and manage performance.
• Focus on quality, with extensive passion for and knowledge of Gucci products.
• Excellent collaborative approach to teamwork and a flexible working style.
• Proficiency in multiple languages is highly desirable.
• Availability to work a flexible schedule, including evenings, weekends, and holidays.
• High energy and enthusiasm.
• Proper work authorization to work in the United States.

Skills

Compensation

The base compensation for this position ranges from USD 102,000 to USD 113,500 per annum.

Culture

Gucci fosters a creative, inclusive workplace where individuality, craftsmanship, and cultural curiosity are central to how teams collaborate. As an employer, the Maison encourages bold ideas and personal expression while maintaining a strong commitment to excellence, innovation, and responsible luxury.

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.