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GUCCI - Product Care Analyst

Gucci - Regular

Job Family Group Description - Supply Chain: Gathers pre- and post-production cycle jobs in fields such as resource planning, order management, logistics and distribution, warehousing and aftersales repair services. Job Family Description -After Sales and Customer Service: Responds promptly to customer inquiries, with in-depth knowledge of products, services and processes. Communicates with customers through various channels. Keeps records of customer interactions, transactions, comments and complaints in order to improve customer service efficiency and ensure a high level of customer satisfaction. Sub-Job Family Description - After Sales: Resolves technical difficulties and issues with our customers after a sale. Plays a pivotal role in strengthening the bond between customers and sales staff.


If you are a Dream-maker, this is the place for you. Together, we’ll create the real fabric of Gucci. A community of people united by the same passion: breaking new ground in the fashion world and beyond.

Role Mission

The Product Care Analyst performs daily activities through the company’s product care internal system. You will manage requests for services, spare parts and credit notes, while delivering solutions and monitoring quality across all product categories.

You will be responsible for processing tickets according to company policy and guidelines, ensuring accuracy of information.  You will serve as the main point of contact, playing a key role in supporting retail and the product care area.

Through the Eyes of the Client:  You ensure optimal management of activities supporting all channels & Product Care team in pursuit of delivering an elevated & seamless post purchase client experience. 

Key Accountabilities

  • Responsible for the execution of ticket management within after sales tool.
  • Monitor and perform daily activities in the after sales system and coordinate with stores, service centers and headquarters as needed.
  • Perform technical evaluations and provide quality feedback and/or solutions for the service requests generated by the retail network.
  • Responsible for maintaining high level of service in terms of qualitative support and timely execution, meeting service level agreements established by the company.
  • Provide end-to-end support to retail through the life cycle of the after-sales ticket journey, including initial the evaluation, on-going monitoring and follow up.
  • Responsible for after sales tickets management, including spare parts order management.
  • Provide complete and accurate information to Product Care Supervisor relating to product quality and potential technical defects.
  • Ensure the integrity of the data input in system to optimize efficiency of the after sales process.
  • Strive to meet client expectations of luxury service.

Key Requirements

  • 2+ years’ Customer Service/After Sales services relevant experience, or transferrable skills.
  • Highly motivated with strong communication, interpersonal, and organization skills.
  • Knowledge of leather goods and footwear construction and repair (preferably Luxury goods);
  • Independent, quick learner and team-player; detail-oriented.
  • Possess strong problem-solving skills and ability to multi-task and work in a fast-paced professional environment.
  • Proficient in Microsoft Office Applications.

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.

Why work with us?

This is a fantastic opportunity to join the Gucci adventure and become part of a thriving team that offers possibilities to learn and grow. Talent development is a managerial principle at Kering, and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

Gucci is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, disability, nationality, culture, religious beliefs, and sexual orientation – enriches the workplace. It opens 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.

Discover more about Gucci at

  • Full time
  • front.continent.central-america
  • Mexico

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