Ajouter à mes favoris Ajouté à mes favoris

Bilingual Client Services Team Manager - Toronto, Ontario

Gucci - Regular
TORONTO - Canada

Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail. Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.

Role Mission

The Client Services Team Manager will effectively lead and support all activities to achieve Client Services objectives and demonstrate an unsurpassed service culture. She/he will implement all company driven initiatives to drive results while motivating a high-paced service oriented sales team. This role is responsible for overseeing all client inquiries, case management processes/fulfillment, and client resolution, maintaining reporting and developing best practices to contribute to the efficiency of the department. In addition, she/he is responsible for liaising with human resource management and identifying talent succession development and recruitment opportunities. As Team Manager, we are to represent the brand as a Gucci Ambassador by promoting the values and ambitions within the luxury market place.  

The Client Services team is an internal hub that collaborates cross-functionally with corporate departments and stores to ensure a 360-degree omni-channel client experience.

Key Accountabilities

  • Clear understanding of all company Key Performance Indicators (KPI), monitoring weekly reporting for utilization in daily and monthly performance coaching conversations;

  • Responsible for meeting department goals in regards to service levels, sales targets, quality assurance all contributing to the overall success of the department;

  • Strong grasp on all business metrics and ability to strategize when performance standards are not met;

  • Review eCommerce sales daily and assess high value / exceptional orders requiring follow up, potentially adding to the Very Important Gucci Clients (VIG) list;

  • Develop top talent, identifying development succession planning to build a high level of employee retention;

  • Conduct monthly coaching/counseling sessions with employees to review performance and  provide timely feedback;

  • Oversee performance appraisal process for the team;

  • Consistently work to attract, recruit and retain a high performing team, building a talent pipeline through networking;

  • Train and develop direct reports for future growth/career path;

  • Control workflow thorough understanding and enforcement of all company policies and procedures;

  • Ensure team compliance to all company operation and HR policies and procedures;

  • Deliver daily team briefing ensuring all team members are aware of key brand messages and training and clientele initiatives;

  • Develop strong relationships with clients to ensure maximum satisfaction and increase client loyalty and retention;

  • Monitor website to bring customer-related improvements and issues to the eCommerce and merchandising team;

  • Point of contact for Client Advisor in case of website issue;

  • Demonstrate ability to work both collaboratively as part of a team as well as independently;

  • Identifies orders requiring special needs and handling, in partnership with the Operations team;

  • Manage back order queue and cancellations in coordination with operations to focus on sales retention and minimalize client disappointment;

  • Report statistics across channels to determine the level of customer service provided to clients;

  • Promote a positive and professional team environment that fosters trust, integrity and superior performance standards, leading by example;

  • Contributes to the development of best practices and standards to increase the overall efficiency and increase revenue within the department.

Key Requirements

  • Minimum 4+ years’ experience in a similar role or sales management in retail, luxury retail or hospitality;

  • Must be able to communicate fluently (oral and written) in French and English;

  • Proficiency in other languages highly desirable;

  • Previous high volume supervision experience preferred;

  • Salesforce experience a plus;

  • Demonstrates ability to manage complex and competing priorities with time management and organizational skills;

  • Intermediate to advance computer skills;

  • Able to work in fast-paced system handling multiple channels at the time;

  • Confident to resolve customer complaints and handle escalated enquiries effectively;

  • Proven ability to effectively delegate, follow up and communicate with all levels of the organization;

  • Excellent interpersonal written, phone and communication skills;

  • Demonstrates ability to develop and manage performance; 

  • A focus on quality and extensive passion for and knowledge of Gucci products;

  • An excellent, collaborative approach to teamwork and flexible working style;

  • Demonstrates a high level of energy and enthusiasm;

  • Must be available to work a flexible retail work schedule, which will include evenings, weekends and holidays.

Key Requirements

  • Proficient in using personal computer in a Windows environment – required;

  • Experience with Excel;

  • Experience in Salesforce, Oracle, Cybersource and Stock Inventory systems;

  • Experience with Call Center phone management and contact volume reporting.


  • Full time
  • Amérique du Nord
  • Canada

Offres similaires

gucci job offer
PUBLIÉE LE 21/05/2021

Bilingual Client Services Client Advisor - Toronto, Ontario

Supply Chain
Amérique du Nord - Canada - TORONTO