Role Mission

The Client Services team is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360-degree omni-channel client experience. The Team Manager, will effectively lead and support all activities to achieve Client Services objectives and demonstrate an unsurpassed service culture. She/he will implement all company driven initiatives to drive results while motivating a high-paced service oriented sales team. This role is responsible for overseeing all client inquiries, case management processes/fulfillment, and client resolution, maintaining reporting and developing best practices to contribute to the efficiency of the department. In addition, she/he is responsible for liaising with human resource management and identifying talent succession development and recruitment opportunities. As Team Manager, we are to represent the brand as a Gucci Ambassador by promoting the values and ambitions within the luxury market place.  

Key Accountabilities

• Clear understanding of all company Key Performance Indicators (KPI), monitoring weekly reporting for utilization in daily and monthly performance coaching conversations;
• Responsible for meeting department goals in regards to service levels, sales targets, quality assurance all contributing to the overall success of the department;
• Strong grasp on all business metrics and ability to strategize when performance standards are not met;
• Review eCommerce sales daily and assess high value / exceptional orders requiring follow up, potentially adding to the Very Important Gucci Clients (VIG) list;
• Develop top talent, identifying development succession planning to build a high level of employee retention;
• Conduct monthly coaching/counseling sessions with employees to review performance and  provide timely feedback;
• Oversee performance appraisal process for the team;
• Consistently work to attract, recruit and retain a high performing team, building a talent pipeline through networking;
• Train and develop direct reports for future growth/career path;
• Control workflow thorough understanding and enforcement of all company policies and procedures;
• Ensure team compliance to all company operation and HR policies and procedures;
• Deliver daily team briefing ensuring all team members are aware of key brand messages and training and clientele initiatives;
• Develop strong relationships with clients to ensure maximum satisfaction and increase client loyalty and retention;
• Monitor website to bring customer-related improvements and issues to the eCommerce and merchandising team;
• Point of contact for Client Advisor in case of website issue;
• Demonstrate ability to work both collaboratively as part of a team as well as independently;
• Identifies orders requiring special needs and handling, in partnership with the Operations team;
• Manage back order queue and cancellations in coordination with operations to focus on sales retention and minimalize client disappointment;
• Report statistics across channels to determine the level of customer service provided to clients;
• Promote a positive and professional team environment that fosters trust, integrity and superior performance standards, leading by example;
• Contributes to the development of best practices and standards to increase the overall efficiency and increase revenue within the department.

Key Requirements

• Minimum 4+ years’ experience in a similar role or sales management in retail, luxury retail or hospitality;
• Previous high volume supervision experience preferred;
• Salesforce experience a plus;
• Demonstrates ability to manage complex and competing priorities with time management and organizational skills;
• Intermediate to advance computer skills;
• Able to work in fast-paced system handling multiple channels at the time;
• Confident to resolve customer complaints and handle escalated enquiries effectively;
• Proven ability to effectively delegate, follow up and communicate with all levels of the organization;
• Excellent interpersonal written, phone and communication skills;
• Demonstrates ability to develop and manage performance; 
• A focus on quality and extensive passion for and knowledge of Gucci products;
• An excellent, collaborative approach to teamwork and flexible working style;
• Proficiency in multi languages highly desirable;
• Must be available to work a flexible work schedule which will include evenings, weekends and holidays;
• Demonstrates a high level of energy and enthusiasm.

EOE M/D/F/V