GUCCI Client Services Team Manager
Gucci - Regular
SCANDICCI - Italy
Role Mission
Reporting to the Head of EMEA Client Services, the Team Manager will ensure the overall success of the Client Services Team dedicated to a specific regional area, maintaining outstanding standards of client service, achievement of KPIs and sales targets. He/She will be updated on Team members’ performances and on local business trends to identify development opportunities and will be the point of reference for Assistant Team Managers and Client Advisors to manage the most complex situations or complaints from clients.
The Team Manager will promote an omnichannel approach by supporting Stores (Full Price and Outlets) and e-Commerce, and by being an active player inside the Region, with constant relations with internal stakeholders. He/She will also share with the Team any relevant regional news or guidelines, so that they are aligned with EMEA business strategy.
Key Responsibilities
Performance and Business
- Analyses performance results in terms of service quality (clients’ feedback and daily performances)
- Analyses sales targets’ achievement and business trends to identify development opportunities for his/her geographic perimeter
- Reviews data in order to optimise the efficiency of the team (in cooperation with the Assistant Team Manager)
- Is regularly updated on Client Advisors’ KPIs performances
- Acts in alignment with EMEA goals and guidelines and share them with the Team
People management
- Leads by example and is a concrete ambassador for Gucci Amplifiers
- Constantly reviews people’s performances in order to guide their professional development, in partnership with HR
- Collects daily feedback from the Assistant Team Manager in order to be regularly updated on the Team
- Is in charge of the recruitment of new Client Advisors, working closely with HR
Training
- Participates in defining training needs together with Head of EMEA Client Services, Training Manager and HR
- Regularly and proactively provides feedback on training to the Training Manager
- Regularly shadows the Assistant Team Manager and Client Advisors to understand necessities and improve their performances
Clienteling
- Works closely with the Clientelling Manager to ensure the Team’s alignment with the company’s strategy and priorities (with the active support of the Assistant Team Manager)
- Regularly follows up with Assistant Team Managers to collect relevant information on client relations
- Supports the Assistant Team Manager in helping Client Advisors develop their client relations
- Reports relevant data to the Head of EMEA Client Services
Job Requirements
- Previous Retail or Client Services experience managing multicultural and complex teams
- Previous experience liaising with relevant internal and external stakeholders
- Proven experience of successful management of a business
- Able to analyse data
- Strong communication and interpersonal skills
- Genuine interest for people and empathetic approach
- Committed to being an example in terms of integrity, professionalism, and Client Service
- Able to understand an omnichannel approach
- Fluent in Italian and English. Knowledge of German and/or French is a plus.
- Full time
- 欧洲
- Italy
