GUCCI Product Care Specialist

Key Accountabilities & Responsibilities

Project Management and Training
• Deliver training on Gucci/Kering systems, Product Care ceremony, Product quality issues, Gucci global returns policy and procedures trough monthly Store Visit and Teams catch ups
• Daily dialogue with FO team and HUBs coordinator for critical cases management
• Ensure support to stores within the Hub daily
• Organization and management of Product Care Seminars for retail team where to share product care news and encourage the exchange of ideas and best practices among the participants
• Collaborate on preparation, review and update of procedures on Policy and Product Care management in Store
• Preparation of ad hoc Product Care training material used by retail team during MBs

Analysis and KPI Monitoring

• Monthly and weekly analysis on Product Care service levels vs. defined KPIs for both regional Retail teams and Corporate
• Monthly Business Review preparation for Global Product Care Team
• Providing ad hoc analysis and reports through different software and programs (Kering Service reports, BI, Jasper, SAP), also functional to other departments (Operation, Inventory, Client Engagement, Buyer, Merchandising)
• Monitoring, management, and analysis on the CX Project tools pack (Embossing, Special projects aimed at customer’s reactivation through Product Care, Product Care Survey, Product Care Dashboards)

Retail Front End Product Care Operations

• Manage and control the continuity of ticketing process ensuring the completeness of ticket data and promptness (short lead time)
• Examine customer issues and define with the Hub Retail team good practices to ensure full consistency in the service provided
• Monitor damaged products in stores and related KPIs
• Ensure coordination of stores in terms of:
- Usage of systems
- Retail Product Care procedures implementation
- Ticketing process management
- Quality enquires of customers
• Keep control on lead time of tickets resolution to meet customer expectations and ensure timely responses to their enquires
• Order management and tracking of repair and Embossing tools for the Stores network

After Sales Governance

• Work cross functionally with Retail Operations team and inventory in order to provide support for
product quality issues and CN management
• Work cross functionally with Client Engagement local and global team in order to support and enhance customer retention through aftersales activities
• Support on playing a bridging role between the Hub and Region in order to ensure the coordination
of the Retail Product Care process and its implementation
• Work with Regional Retail Product Care teams to provide information about the impact of product quality issues on sales
• Work cross functionally with Retail After Sales teams and inventory/store back-office ticket management
• Direct contact with Regional Product Care teams to manage all kind of customers’ complains related to repairs impact on customer experience.
• Contact with Client Service in case of Customer’s legal escalation
• Bridge within G-Commerce and Retail Stores for customers’ assistance, by properly applying Company Guidelines
• Engagement on define guidelines for the launch of new strategies to reactivate customers and preparation of the related material for Store / Corporate