GUCCI Client Services Manager

Key Accountabilities

Client service and sales:

• Take a strategic approach to ensuring delivery of best-in-class omnichannel customer experience. Convert strategic goals into defined plans, shared with and integrated into team plans and targets.
• Leading regional client service team to drive sales via all communication channels (phone, email, whatsapp & emails).
• Manage and execute plans to ensure customer experience, efficiency, service level, process adherence and sales targets are met (phone sales, chat sales and distance sales).
• Proactively manage the production and analysis of local and central performance reporting to identify features, trends and opportunities to improve efficiency, profitability and customer experience.
• Recognize and reward high performance, ensuring that drivers are understood and shared.
• Defining & providing competitive incentive /commission strategy and plan to boost sales and ensure best-in-class service.
• Monitor performance and influence the client services Team to achieve sales and service quality target.
• Ensure the highest standards of housekeeping and retail standards within the department.
• Actively lead and/or contribute to projects and initiatives as required by the business.

Team Management:

• Coaching and assessing Client Services Associates to deliver a best-in-class customer experience.
• Effectively performance manage the Client Services team to identify, address and monitor improvements in their skills and behaviour opportunity areas, but also to inspire them to adopt the same approaches with their team members.
• Use management information, observation, assessment and qualitative customer feedback to identify team strengths and opportunities.

Clienteling:

• Liaise with regional CE team to build digital client outreach strategy to create strong connection between brand and clients and to generate sales via outreach.
• Work with Global Gucci 9 counterpart to create outreach tasks and digital client list for outreach planning.
• Collaborate with local client engagement team to create smooth omnichannel experience for in-store activations for each campaign/launch.
• Liaise with global Gucci 9, regional client engagement teams on best practices sharing and learning.

Training:

• Working closely with training team to build training plan for client service center, including product knowledge, client service skills, retail & sales knowledge and regular onboarding training.
• Confidently lead and/or participate in Team training sessions, critically evaluating their effectiveness and impact.
• Ensure that knowledge, techniques and insight imparted through training is reflected in performance standards and performance management goals.

Requirements

• Minimum 8 years’ experience in a Client Service or Retail environment.  Retail store experience is a plus.
• Result driven and data oriented.  Ability to achieve results through actual actions and clear KPI tracking.
• Ability to influence and lead ASM to align on brand direction.  Ability to provide solution of key issue and to handle muti-tasks under high-pressure situations.
• People management: proven record of successful team leading of a >10 direct reports team.
• Excellent knowledge of fashion/luxury retail business and understanding of the digital environment and e-commerce operations.
• Enthusiastic advocate for the Gucci brand, product, seasonal collections and product innovations.
• A professional attitude to deal with business procedures for both sales and customer service, able to brief, guide and advise team members as required.
• Pro-active and able to show initiative and innovative ideas to constantly improve the customer experience and sales performance.
• Fluent in English. Knowledge of a second or a third language is a plus.