GUCCI | Operations Manager - Chicago Fashion Outlet

In the role of Operations Manager, you will spearhead the development and execution of the store's operational strategy, leading both the store operations and back-of-house teams towards enhanced efficiency and timely support. With a focus on meticulous attention to details and a steadfast dedication to operational excellence, you will play a pivotal role in maintaining GUCCI's esteemed reputation for luxury and sophistication while elevating the overall client experience. 

Your leadership will be instrumental in the day-to-day management of operations, collaborating closely with the broader management team to optimize various facets of the store's activities. This includes but is not limited to stock management, product flow, cash reconciliation and after-sales service, maintenance, inventory oversight, administrative tasks, policy enforcement, asset protection, and ensuring health and safety protocols are rigorously upheld. 

Key Accountabilities 

Operations 

• Systematically drive, improve, and maintain operational excellence and efficiency across all aspects of the store keeping a commercial and strategic mindset, monitoring quantitative and qualitative KPI’s dashboards to drive any action plans.   

• Ensure meticulous organization of back-of-house areas, proximity areas, stock rooms, cash counters, maintenance and tailoring rooms, product care, and holding areas.   

• Develop and implement inventory management strategies to optimize stock levels, minimize stock losses and shrinkage, ensure accurate tracking of merchandise, and oversee store cycle counts and stock reconciliation.  

• Monitor and ensure the correct management of all payments flows and tenders: cash, store credits and deposits, special orders, discounts and other. Guarantee an accurate tills reconciliation on a daily basis, checking the compliance and accuracy of all transactions and report to Finance/Accounting/Kering Services and Store Management Teams any discrepancy or issues.  

• Ensure proper follow up and monitoring of all the Omnichannel activities like collect in store, pay-by-link transactions, iPad in store, and book an appointment service.  

• Liaise and be the cross-function point of reference with Retail, Security, Facility, Inventory Control, Kering Service, Digital, and Merchandising to execute all operational and service standards set forth by Gucci.  

• Ensure that all the “Operations” tools are properly working at all the time (full technical knowledge) and that they are used in an effective way, guaranteed also by a good presence on sales floor.  

• Oversee and lead product care team to guarantee efficiency in all After-sale and Before-sale activities and KPI’s. 

• Guarantee the adherence to the company guidelines and local regulations on processing payments, returns, exchanges, refunds, and all sensitive transactions whilst ensuring a seamless and positive experience for clients, minimizing waiting time during the checkout process.  

• Follow all the security procedures to prevent thefts, frauds and stock losses. 

• Ensure compliance with company policies, procedures, and regulations, including health and safety standards, legal requirements, and internal guidelines.  

• Assist with floor coverage, process of client purchases, and opening/closing of the store.  

• Supervise and administer the general maintenance of the store and ensure that all IT equipment are working properly. Guarantee an excellent client experience in terms of hospitality.  

• Plan the communication and implementation of any new retail operations policies or processes and train new hires and existing staff on all store operational procedures/tools. Lead, mentor, and motivate the store team to achieve operational excellence.  

• Assist in the training of new Operations Managers in other locations and support teams in store openings, closures, refurbishments, and temporary store, within the market or region.  

• Support Store Director on managing & controlling costs and efficiency. 

• Manage the uniform order process for store team members from order entry and allocation to distribution.  

• Stay informed about industry trends, market dynamics, and competitor activities. Propose and implement initiatives to enhance operational efficiency and drive business growth.  

Leadership  

• Serve as a leader to the Store’s Operations and Back Office teams and create a positive and united work environment amongst all staff.  

• Set and foster a constant effective communication with and between FOH and BOH managers and team members to boost collaboration and smooth interaction. 

• Coach and develop direct reports in areas of operations, customer service and sales support.  

• Actively lead the annual Performance and Development Conversations activity with your direct reports ensuring quality and inspiring career conversations.  

• Conduct regular and monthly OTOs with your team members related to performance, discuss results and opportunities, and develop action plans with them.  

• Ensure effective, holistic, and timely onboarding for new joiners of your team.  

• Manage and resolve employee-relations matters in partnership with the Store Managers and People Partners.   

• Partner with the Store Director to attract, recruit, and retain a high-performing operations team and build a talent pipeline through networking and competitive headhunting.  

Requirements 

• Minimum of 5+ years of retail operations management experience, preferably in fast fashion or luxury retail. 

• Bachelor’s Degree is a plus. 

• Proven track record of success in managing inventory, logistics, and store operations. 

• Ability to analyze information, identify business priorities, problem solve and manage multiple tasks in a fast-paced environment. 

• High degree of ethics, professionalism, integrity, and ability to inspire trust and influence a team. 

• Exceptional communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels in an international environment. 

• Strong leadership skills with the ability to inspire and motivate teams to achieve goals. 

• Knowledge of retail best practices, market trends, and customer behavior. 

• Excellent organizational and problem-solving abilities, with a keen attention to detail 

• Ability to work flexible hours, including weekends and holidays, as needed. 

• Proficiency in inventory management software, SAP, and Microsoft Office (particularly Excel), knowledge of RFID system is a plus. 

We are passionate makers and bold thought leaders. If you feel like us, grab this chance and be part of our community! "Gucci is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, disability, race, ethnicity, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively, and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background. 

Our Gucci community is committed to providing a culture of inclusivity and accessibility in all aspects of the employee life cycle – starting with the candidate experience.  If you are interested in applying for employment with us and require reasonable accommodation to assist with any part of the application and/or interview process, please contact us by email at accessibility.americas@gucci.com.      

When contacting us, please provide your contact information, the role you have applied to, and the nature of your accessibility need. Please only send inquiries concerning requests for reasonable accommodations.