Gucci E-commerce Client Advisor

Overview

Gucci is an iconic Italian luxury fashion house known for bold creativity, artisanal craftsmanship and high‑profile global presence. Operating as a flagship maison within the Kering group, the brand combines heritage savoir‑faire with progressive marketing and digital commerce initiatives to serve an international clientele.

Role & Responsibilities

• Manage end‑to‑end e‑commerce client interactions across phone, email and chat, converting enquiries into sales and ensuring outstanding service for VIP clients.
• Own order lifecycle tasks including payment processing, chargeback handling, credit card declines, order amendments, cancellations, stock transfers and fulfilment coordination with warehouses and carriers.
• Detect, prevent and manage fraud by monitoring transaction patterns, maintaining chargeback levels, liaising with payment gateways and initiating charge sends or recoveries.
• Serve as cross‑functional liaison with Gucci Administration, Fiscal, stores (DOS) and technology teams to resolve payment performance issues and operational incidents.
• Participate in functional testing for systems and application enhancements; follow up with technology and support teams to ensure smooth production rollouts.
• Provide product and styling advice to clients, maintain up‑to‑date product knowledge, attend pre‑season trainings and cultivate long‑term relationships with VIP clients to drive revenue.
• Handle repair and return workflows, open service tickets for repair cases, and coordinate pick‑ups or carrier arrangements for refunds and returns.
• Monitor fraud trends, organise regular reviews with payment gateway partners and implement service improvement initiatives to maximise online conversion and client satisfaction.
• Perform general operational and administrative duties related to the online client advisor function and ad‑hoc projects as needed.

Qualifications

• Proven client service orientation with demonstrated ability to sell and cultivate relationships in a luxury environment.
• Solid understanding of online order management, payment processing and chargeback workflows.
• Strong written and verbal communication skills for phone, email and chat interactions; meticulous attention to detail.
• Ability to partner cross‑functionally with finance, operations and IT teams and to prioritise in a fast‑paced environment.
• Commercial mindset with proactive problem‑solving skills and a passion for luxury fashion and brand storytelling.

Skills

Experience

Minimum of 2 years' experience in retail or e‑commerce customer service or sales, preferably within luxury fashion or premium retail, with exposure to payments and chargeback processes.

Education

High school diploma or equivalent; tertiary education in business, hospitality, fashion or a related discipline is preferred but not mandatory.

Workplace

Culture

Gucci cultivates a high‑energy, design‑led workplace that values creativity, client obsession and meticulous craftsmanship. Employees operate within a collaborative, fast‑moving commercial ecosystem that blends heritage luxury with modern digital commerce 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.