GUCCI Digital Operations Analyst

Role Mission

The Digital Operations Analyst is responsible for leading all operations initiatives and support the North America Gucci Digital Business team to ensure the best experience for Gucci Digital clients. This role will work cross-functionally with Gucci 9, Supply Chain, Gucci Global, Kering, and our 3PL teams in delivering the highest standard of a luxury post-purchase experience.  The candidate will support daily order fulfillment operations and be a champion of quality standards for order and return management, while improving the speed and accuracy of the overall order fulfillment and driving timely issue resolution and exception management.

Key Accountabilities

Packaging Management:

• Place packaging and supplies orders in partnership with the Digital Operations Manager for the Digital Business. Packaging ownership includes but is not limited to:
  • Corrugate Boxes
  • Special packaging
  • Supplies (stationary, anti-return tags, jewelry boxes, eyewear)
• Manage packaging inbound deliveries in partnership with Supply Chain and Warehouse teams to:
  • Confirm complete receipt of orders & put away
  • Escalate issues such as delivery shortage or shipment delays
  • Eliminate risk to Digital Business experience
• Monitor packaging and supplies stock levels in partnership with Supply Chain and Kering Operations teams to:
  • Facilitate inventory allocation and replenishment orders to guarantee availability of packaging supplies in pack stations
  • Proactively coordinate with Digital Content team to update packaging images that are depleted to ensure the best digital client experience
• Create SOPs to facilitate 3PL training with new or seasonal packaging, and maintain continuous updates to Institutional packaging guidelines
• Partner with cross-functional teams to ensure backend attributes are correctly accredited to specialty products, allowing for seamless fulfillment measures

Digital Operations Reporting:

• Create and share daily DC operations performance recap
• Maintain daily reporting trackers to monitor Warehouse performance. Spearhead initiatives to automate trackers and reporting
• Support Digital Operations Manager with daily, weekly, monthly and quarterly qualitative KPI reporting, including but not limited to:
  • Outbound SLA
  • Click to Delivery SLA
  • Returns
  • Exchanges
  • Rejections & Cancellations
• Create high-level overview and trend presentations shared across cross-functional teams, reporting on Warehouse KPIs

Operations Support & Project Management:

• Develop SOP’s for new product campaigns and projects that impact order life cycle or require a special handling during fulfilment and outbound flow
• Review monthly NPS in key Operational areas (Shipping, Unboxing and Returns) to identify opportunities for improvements
• Pro-actively work with G9 to address order delays, impacts to business performance such as pending cancellations, and other variables that may impact sales or cause order fulfilment delays

• Facilitate review of orders outside of SLA in partnership with Kering Operations

• Participate in UAT sessions, coordinate testing execution on site at DC, and develop UAT test scripts to the E2E client journey, order life cycle, and business operations for new projects and initiatives

Incident Management:

• Identify defects and open support tickets in accordance with escalation protocol
• Triage and clearly summarize an issue, sharing insights that give Tech support details to action accordingly
• Partner with G9 teams to identify and resolve issues impacting the overall E2E client experience
• Track incident pattern details and diagnose root cause of recurring issues to build business case for system solution enhancements

Key Requirements

• Bachelor’s Degree
• 3-5-year experience in warehousing procedures, order fulfillment operations or logistics (as an assistant manager or manager for a smaller scale business)
• Advanced Excel Skills, with strong quantitative and analytics skills
• Experience in operating a Warehouse Management System, an Order Management System (Manhattan Active Omni, IBM) and a client service ticketing system (Implementation of systems a plus)
• Experience working with multiple vendors and partners across different companies and locations
• Excellent communication skills
• High capacity to multi-task and prioritize
• Strong ability to find solutions and deliver timely resolutions
• Ability to adapt and respond to multiple incoming requests and shifting priorities

Key Pillars for Ways of Working

• Execute the mission of the role with a Radically Client-Centric mindset;
• Approach activities and relationships with a methodology that promotes Flat, Connected and Fast ways of collaborative working;
• Be Relentlessly Creative and approach challenges with an innovative mindset;
• Demonstrate that Everyone is an Owner through thoughts, actions, and behaviors.

Key Behaviors to Amplify What We Do

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

Accessibility

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 becoming a Gucci Dream-maker and applying for employment and require a 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 issue. Please only send inquiries concerning requests for reasonable accommodations.

Salary Range –New York City

For individuals assigned and/or hired to work in New York City, GUCCI includes a reasonable estimate of the salary or hourly rate range for this role. This considers the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. In addition, where a candidate falls within the disclosed range estimate may be dependent on the applicable geographic differential associated with the location in which the position may be filled. 

A reasonable estimate of the current base salary range is $70,000 USD to $80,000 USD. 

EOE M/D/F/V