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GUCCI Director of Operations

Gucci - Regular
NEW YORK - United States of America

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


Store Operations is a critical department within the organization, functioning as the main link between all back office and retail activities.  Overseeing all store operations functions, the Director of Operations must ensure that systems, processes, procedures, and policies are in place to guarantee consistent, smooth, and efficient store operations, focusing on a high level of compliance with the client experience always in mind.

Through a close and organized presence in the region and coordination with worldwide (WW) management, the Director of Operations, must ensure that the retail channel is running as efficiently as possible, ensuring operational consistency in the stores.  Responsibilities include improvement of store performance based on a comprehensive knowledge and assessment of the field working cross functionally with internal stakeholders, including, Retail, MIS, Inventory Control, Legal, Logistics, LP, Training, After Sales, CRM, Merchandising, Store Planning, and Business Planning.  The Director, Operations must always exhibit initiative and creativity, leading the team and other support departments to change and/or refine the performance of retail activity.

The Director of Operations will support the VP of Retail Performance and Operations in leading regional and WW initiatives that drive sales and improve productivity, monitoring these programs to ensure the correct and coherent implementation according to the overall brand strategy and values.

Key Accountabilities


  • Drive and develop team to be pro-active in achieving department and company objectives;
  • Lead the team in the improvement of daily operations through proper development and implementation of regional and WW retail programs;
  • On-going involvement in the market to identify potential talent for future opportunities;
  • Build store and regional teams that are “operationally strong”;
  • Lead and conduct store visits that are effective in achieving improvement in:  front and back of house standards, operational processes as well as compliance with all policies and procedures;
  • Follow KPI’s closely as they relate to operation productivity, client KPIs, and operating costs and inventory/control (shrinkage).

Strategic, Planning, Development and Execution

  • Proper assessment, analysis and implementation of retail projects which improve store efficiencies, productivity, and client experience;
  • Support the creation of  budget and forecast operating expense plans through close collaboration with the retail team;
  • Comprehensive reporting to management;
  • Provide strategies for initiatives and  program launches;
  • Ensure that innovative tools and business applications are appropriately developed and implemented; 
  • Work closely with Customer Relationship Management to ensure selling tools, Kering Projects and KPI analytics are useful and well established;
  • Ongoing development of essential managerial skills;
  • Participate in the preparation of the monthly business review;
  • Work closely with the digital team to ensure omni-channel projects are seamless;
  • Collaborate with Kering Audit and MIS department to build programs that improve compliance and controls;
  • Pro-actively act as a regional leader for the WW Retail Excellence Program:
    • Work to strengthen Retail Excellence and the related culture within the brand;
    • Focus on the “client-centric” approach: delivering a superior, unique and consistent client experience across all channels and markets;
    • Help identify the key values and objectives, clienteling being the core and ensure their consistent delivery across the market, considering a true omnichannel environment;
    • Lead in the cooperation between WW operations and the region through commitment in both the discovery phase and its implementation;

Store Operations Compliance, Efficiency & Productivity

  • Lead in the improvement of processes, standards and policies to improve store efficiencies and productivity;
  • Ensure federal and state regulations and ordinances are adhered to;
  • Push the development of improved systems on a regional and WW level and implement effectively: ensure gap analysis, business requirements and proper training and roll-out is executed;
  • Work closely with related departments to ensure proper support of processes and programs;
  • Enhance device and application usage with a focus on the client experience and ensure additional guides and directives are developed to address client engagement;
  • Continue to work closely with WW team to ensure new projects and processes meet regional needs;
  • Lead the enhancement of operational user guides;
  • Develop operational training programs;
  • Establish store operation regional calls to build awareness, share best practices and ideas to enhance efficiency and retail programs.

New Store Openings/Store Renovation

  • Direct and facilitate operational support for new/renovated DOS, Outlet and Leased store openings;
  • Provide logistical and operational guidance and support leading up to and during store openings.
  • Conduct operational training for new store openings.                                                                                          

Key Requirements

  • 10+ years in store management, ideally in a regional capacity;
  • Experience in managing teams to drive results;
  • A track record in developing and achieving successful sales, clienteling and operational activities;
  • Ability to promote and implement ideas successfully;
  • Strong project management skills;
  • Must be detail oriented and highly organized;
  • Excellent written and verbal communication skills as well as strong interpersonal skills;
  • Ability to work effectively and collaborate with all levels within an organization;
  • Experience in working closely with retail function teams: Financial, Store Planning, Merchandising, Logistics, After Sales, Customer Service, Supply Chain, Loss Prevention, Legal Department, Client Engagement and Human Resources;
  • The ability to quickly recognize foreseeable risks ;
  • Must possess a positive, solution-oriented and customer-focused attitude;
  • Self-starter with a proactive approach to all decision-making;
  • Proficient in Microsoft Office suite (Outlook, Word, PowerPoint, Excel).

Key Behaviors


Considerate Thinker

  • Sees the big picture and understands how own actions and decisions impact others and the organization as a whole

Solutions Developer

  • Actively scans the environment for new approaches, blending different ideas to come with creative yet effective solutions


Accountable Achiever

  • Actively gets things done, raising the bar for performance, and taking accountability for own actions

Agile Advocate

  • Driven by the sense of urgency, promotes change and takes smart risks in pursuit of goals


Connection Builder

  • Builds trust-based relationships across boundaries and encourages collaboration
  • Adapts own style to communicate impactfully

People Enabler

  • Empowers others by providing autonomy and encouraging self-expression, valuing, and amplifying each person’s uniqueness


Continuous Learner

  • Is self-aware, curious to learn and seeks feedback from others to continuously grow, always putting improvement over comfort

Talent Builder

  • Provides constructive and on-going feedback, coaches and helps others to achieve their full potential

Work authorization

  • Qualified candidates must have the proper work authorization to work in the United States


  • Full time
  • Amérique du Nord
  • United States of America

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