Gucci In-Store Product Care Specialist

About Gucci

Gucci is an iconic Italian luxury fashion house renowned for its craftsmanship, bold creativity and global cultural influence. As part of the Kering group, the brand combines heritage luxury with progressive initiatives in sustainability and talent development, offering international career pathways across retail, ateliers and corporate functions.

Role & Responsibilities

• Manage day-to-day after-sales and repair operations within the store, ensuring timely resolution of client tickets.
• Operate the ticketing process end-to-end: intake, assessment, tracking, escalation and closure in line with company policy.
• Assess customer issues and determine remedial action according to Gucci policies and service standards to ensure consistent after‑sale care.
• Build and sustain long-term client relationships through clear communication and proactive follow-up.
• Handle client complaints about repairs and coordinate corrective action to preserve customer experience and brand reputation.
• Provide floor coverage and act as the internal point of contact for product quality enquiries from clients and store teams.
• Collaborate cross-functionally with regional service teams, logistics and store colleagues to expedite repairs and parts.
• Deliver training and guidance to store staff on client claims processes and the use of Gucci systems and tools.
• Report and brief the team on recurring product quality issues during daily store briefings.
• Ensure strict adherence to Gucci standards, procedures and guidelines and perform other duties as assigned by management.

Qualifications

• Previous experience in after‑sales, repair operations, or a similar role within luxury or high‑volume retail/service environments.
• Strong operational capability with proven ability to manage competing priorities and case volumes.
• Client‑centric mindset with commitment to delivering exceptional service outcomes and protecting brand reputation.
• High attention to detail and excellent organisational skills to manage tracking, documentation and follow-ups.
• Excellent written and verbal communication skills and the ability to interact professionally across functions.
• Tech‑savvy with demonstrated proficiency using Microsoft Office and retail ticketing/sales systems.
• Adaptable, proactive and solutions-oriented with a professional demeanour under pressure.

Skills

Experience

Previous experience in after‑sales, repair operations, or a similar role within luxury or high‑volume retail/service environments is required. Experience training colleagues and liaising with cross‑functional teams is strongly preferred.

Education

High school diploma or equivalent required; vocational qualification or certificate in retail, customer service or related discipline preferred.

Workplace

Culture

Gucci fosters a creative, client‑focused culture grounded in craftsmanship and luxury service. As part of Kering, the brand emphasises talent development, internal mobility and diversity, providing employees with pathways to grow across global retail and corporate roles.

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.