Gucci In‑Store Product Care Specialist

About Gucci

Gucci is an iconic luxury fashion house within the Kering group, renowned for its craftsmanship, contemporary creativity and global retail presence. As part of a leading luxury conglomerate, the brand invests in talent development and internal mobility, offering employees exposure to high standards of client service and operational excellence across an international network of boutiques.

Role & Responsibilities

• Deliver an exemplary luxury retail experience and promote a consumer‑centric service culture on the sales floor.
• Manage the end‑to‑end ticketing process for after‑sales requests, ensuring all tickets are logged, tracked and actioned in a timely manner.
• Assess customer product issues and determine corrective actions in accordance with Gucci policies and procedures to ensure consistency in after‑sale care.
• Build and maintain long‑term client relationships through proactive communication and service recovery.
• Provide adequate floor coverage to respond to client enquiries regarding product quality and repairs.
• Liaise cross‑functionally with store, regional and atelier teams to facilitate repairs and resolve operational impediments.
• Handle client complaints related to repairs, managing expectations and remediation to protect the brand experience.
• Deliver training and coaching to store colleagues on managing client claims and the correct use of Gucci systems and tools.
• Report and escalate product quality trends during morning briefings and through established quality channels.
• Adhere to and enforce Gucci standards, procedures and guidelines; perform additional duties as assigned by management.

Qualifications

• Proven experience in after‑sales, repair operations or a comparable role within luxury or high‑volume retail/service environments.
• Strong operational capability with demonstrated ability to prioritise competing tasks and meet deadlines.
• Client‑centric approach with a track record of delivering high‑quality service outcomes and service recovery.
• Exceptional attention to detail and well‑developed organisational skills.
• Effective written and verbal communication skills with the ability to liaise across teams and with clients.
• Tech‑savvy with proficiency in Microsoft Office, retail systems and ticketing platforms; familiarity with Gucci systems and tools desirable.
• Adaptable, proactive and solutions‑oriented with the capacity to work effectively in a fast‑paced environment.
• Experience in delivering training or coaching to peers is advantageous.

Skills

Experience

Previous hands‑on experience managing after‑sales services or repair operations within a luxury brand or comparable retail environment is required; experience liaising with ateliers and coordinating cross‑functional repair workflows is highly desirable.

Education

High school diploma or equivalent; vocational or technical training in retail, customer service, leather goods repair or a related discipline is preferred.

Workplace

Culture

Gucci fosters a creative, inclusive workplace that values individuality and craftsmanship while operating within Kering’s broader framework of talent development and internal mobility. The brand emphasises high standards of client service, collaborative teamwork and opportunities for professional growth across its global retail network.

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.