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GUCCI Clienteling Coordinator EMEA Client Services

Gucci - Regular

Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail. Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.

Role Mission

The Clienteling Coordinator of EMEA Client Services team will assist the Head of EMEA Client Services in building and maintaining the client portfolio, by contributing to improve the collective and individual performance of the teams in relation to all CRM and Clienteling KPIs. This, by coaching and following up with Team Managers and Client Advisors, by setting and achieving challenging objectives for each of the steps in the Clienteling process: data capture, contactability, prospecting, client outreach, OTOs, re-purchase, and top tier client engagement and retention. He/she will also have an all-round vision of Gucci Clienteling, being aligned with both EMEA Retail and strategies.

Key Responsibilities

Launches and lead the execution of Clienteling initiative in EMEA G9

  • Develop a Clienteling mindset among Team Managers by constantly promoting Clienteling activity/culture
  • Have regular 1-1s with Team Managers to collect needs and insights on clients, Clienteling activities and teams’ performances
  • Agree new Clienteling actions with Team Managers and support them in cascading official messages to the teams
  • Support Team Managers in implementing a Clienteling mindset by shadowing Client Advisors on the floor, leading by example and being a brand ambassador
  • Organise weekly Morning Briefing on Clienteling tasks and best practices
  • Analyse overall EMEA G9 clienteling results and KPIs, check completion of tasks, and regularaly follow up and share feedback with Team Managers
  • Work closely with Team Managers and Client Advisors to select the right client profiles for clients activations
  •  Ensure all global and regional Clienteling programs and tools are implemented, understood and followed by Client Advisors
  • Proactively develop and implement new initiatives to stimulate Clienteling awareness
  • Act as a point of reference for the Clienteling Teams of the Hub and of the Global Client Services: have regular updates, facilitate communication flows, deliver actions and feedback on time

Recruit new clients for EMEA G9  

  • Analyse prospect conversion results, motivate Client Advisors to be focused on this goal and use all available assets
  • Lead Morning Briefing, training, and coaching sessions to Client Advisors in order to to upgrade their Clienteling skills and standard
  • Actively develop multi-sourced new client engagement initiatives/activities to ensure on-going Clienteling flow
  • Work with an omnichannel mindset: motivate Client Advisors to develop relations with Gucci Clients who can either shop online or in store

Retain and develop the existing clients

  • Work closely with Training Manager and Team Managers to ensure procedures and ceremonies are followed and tools are properly used
  • Proactively share insights with Team Managers in order to gain customer understanding and facilitate repurchase and retention
  • Work with Client Advisors to implement personalised initiatives based on client interests, in alignment with Team Managers
  • Partner with Team Managers to encourage Client Advisors to propose OTO video call appointments with EMEA G9
  • Partner with Team Managers to plan and execute outreaches according to product launches and work on proactive actions and OTO planning to meet sales targets
  • Support Client Advisors in selecting EMEA G9 clients for special events (either digital or in store)
  • Implement annual client action plan for selected clusters of VIG according to corporate guidelines

Key Requirements

  • Previous Retail or Client Services experience managing client lists and Clienteling activities
  • Deep knowledge and understanding of Luxury Business, customers, competitors and products
  • Strong customer focus in line with Gucci hospitality culture
  • Problem Solving, proactivity and empathy
  • Passion for the brand, history and creative culture
  • Detail oriented, organized and professional
  • Ability to build relationships and encourage colleagues to generate innovative ideas to drive success. Able to motivate, coach and drive others
  • Fluent in Italian and English (a third language is a plus)
  • Full time
  • Europe
  • Italy

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