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Customer Engagement Manager

Gucci - Regular
MILANO - Italy

ROLE MISSION: The Global Client Development manager will play a key role in designing the Client Experience across Retail, Travel Retail and Outlet, within the Client Relations and Development department. The mission of this role is to support the business defining the experience that we want our clients to enjoy in all Gucci Directly Operated stores end to end and to ensure its perfect execution across all regions. This role is critical withing the Client Engagement organization and will act as the bridge between all store network and the head office, bringing to life campaigns, training, events, gifting activities and more while supporting all clienteling backbone activities.

KEY ACCOUNTABILITIES:

  • Work closely with markets to identify gaps in their events, gifting calendars & clienteling opportunities
  • Create strategies to increase the efficiency of private appointments, client advisor outreaches and clienteling events across all regions
  • Evaluate and provide solutions to the in store top customers journeys pain points & elevate the in store client experience
  • Be the source of innovation and drive actions with the regions for all in store client experiences
  • Work on tools for Client advisors to increase customer visit frequency and up sell
  • Enhance staff training tools, create interactive modules and always on material
  • Strategize and Coordinate projects aimed at capturing customer's expectations, preferences and aversions
  • Develop and enrich a dedicated catalog of communications, services, and other engagement opportunities for our clients, by channel to be executed in stores by our Client Advisors  
  • Develop new learning programs and learning boosts to improve Gucci Client Advisors’ clienteling skills
  • Create regular communications to retail teams to support the departments’ messages, activities and guidelines

KEY REQUIREMENTS:

  • Around 8 years’ working experience preferable in clienteling or retail
  • Deep interest and understanding of customer experience and client journeys
  • Experience in the luxury/fashion business
  • Experience in collaborating with Retail and training teams
  • Exposure to corporate activities
  • Optimistic, open minded and creative spirit
  • Passionate customer advocate
  • Creative and solution oriented
  • Excellent communication, organization and team player skills
  • Fluent in both oral & written English
  • Excellent Excel and PowerPoint skills

  • Full time
  • Europe
  • Italy
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