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GUCCI Team Manager - Client Services

Gucci - Regular
NEW YORK - United States of America

Role Mission: Client Services is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360 degree Omni-channel client experience. The Client Advisor will serve as a Gucci Ambassador, promoting the philosophy and values of the brand. He/she will manage from start to finish all customer inquiries which will vary across store calls, online orders, general questions and product information, with a special focus on cultivating sales and providing a high level of customer care to clients/Very Important Gucci Clients via phone, email and chat.

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

  • Fluency in Spanish and/or Portuguese (including speaking, writing and reading)
  • 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;

Key Behaviors:

Explore

Considerate Thinker

  • Sees the big picture and understands how own actions and decisions impact others and the organization as a whole

Solutions Developer

  • Actively scans the environment for new approaches, blending different ideas to come with creative yet effective solutions

Deliver

Accountable Achiever

  • Actively gets things done, raising the bar for performance and taking accountability for own actions

Agile Advocate

  • Driven by the sense of urgency, promotes change and takes smart risks in pursuit of goals

Connect

Connection Builder

  • Builds trust-based relationships across boundaries and encourages collaboration
  • Adapts own style to communicate impactfully

People Enabler

  • Empowers others by providing autonomy and encouraging self-expression, valuing and amplifying each person’s uniqueness

Build

Continuous Learner

  • Is self-aware, curious to learn and seeks feedback from others to continuously grow, always putting improvement over comfort

Talent Builder

  • Provides constructive and on-going feedback, coaches and helps others to achieve their full potential

Work Authorization:

  • Qualified candidates must have the proper work authorization to work in the United States

EOE M/D/F/V

  • Full time
  • 北美
  • United States of America
申请

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