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GUCCI Customer Engagement Associate Manager

Gucci - Regular
Sydney - Australia

About us Through our new contemporary vision at Gucci we are inventing a wholly modern approach to fashion and redefining luxury for the 21st century. As part of the global luxury group Kering, we are committed to ‘empowering imagination’ in a sustainable manner and encouraging our employees to flourish. Join our passionate journey and fulfill your potential and creativity. We are currently seeking a Customer Engagement Associate Manager to join our dynamic team in GUCCI Sydney Head Office.

Essential Duties and Responsibilities

Assist the Customer Engagement Manager in the below responsibilities :

Retention and acquisition of top and high potential clients

  • To retain and develop existing top and high potential customers
  • To recruit and develop new potential customers
  • Assist Customer Engagement Manager to strengthen relationship and grow top and high potential clients through various client engagement touchpoints and activities

Effective Management of Client Engagement Activations and Initiatives

  • Assist Customer Engagement Manager to manage activations, gifting campaigns and Brand Experiences (if any) in line with Worldwide and Regional strategy, responsible for liaising with Store Teams and internal stakeholders in the execution.
  • Lead projects linked to in-store activations (E.g: product launches) and coordinate with Customer Engagement Specialist.
  • Responsible for drafting proposals and producing qualitative and analytics reports post-events  
  • To implement a systematic tracking of Client Engagement Actions

Analytics and Insights

  • Analyze and segment database to target clients for each activation/campaign
  • Generate reports and analysis to measure results and ROI on activations/campaigns

Coaching and Motivating Store Teams

  • With the Customer Engagement Manager and the Store Managers, coach & inculcate “Client Centric” Mindset in New/Junior CA
  • To identify potential customers with CAs & work with him/her in formulating engagement actions/follow ups
  • With Customer Engagement Team, deliver training on Client Engagement Tools.

Stakeholders Management

  • Collaborate closely with Merchandising & VM, Retail & Training team in executing key client initiatives/projects

Learning and Training

  • Ensure proactive learning and development to maintain product knowledge and stay current with legislative requirements
  • Participate in development training as required by your management team

Workplace Health and Safety

  • Ensure compliance to the Safety Management System and all Workplace Health and Safety (WHS) Policies
  • Report all incidents, hazards and near misses as required by all staff, both to your direct manager and Human Resources where applicable and on the reporting platform

Other

  • Utilize all company tools including iPhone, iPad etc and company applications effectively, efficiently and as required by the business
  • Ensure active participation on company provided platforms such as Workplace, Workday, ENTO, Retail Training Portal, LUCE, etc
  • Comply to all Gucci and Kering Policies, Procedures and Guidelines
  • All other ad hoc duties as required by your manager

Required Qualifications and Experience

Work experience

  • A degree in a related discipline
  • Proven experience in  similar business partnering role, minimum 5 years experience
  • Proven strong operational performance within a high volume and high turnover retail environment, leading a team. Other relevant service sector experience may be considered.

Other skills and abilities

  • Proven ability to work in highly pressured roles and situations
  • Customer service orientated attitude, driven by meeting and exceeding KPIs and targets
  • Ability to work dynamically in a high-volume environment
  • Time management and prioritizing skills
  • Ability to be flexible and agile to meet business needs
  • High attention to detail and a strong, professional work ethic
  • Strong leadership and management skills used to lead, grow and develop the team by example
  • Proficiency in using technology and/or learning about updated technologies
  • Proficiency in Outlook/Excel/Word/PowerPoint
  • Strong analytical skills
  • Exceptional written and verbal communication skills
  • Mature, meticulous and able to handle confidential information with care
  • People-orientated with the ability to handle employee situations
  • Ability to travel frequently for business
  • Full time
  • Australasie / Pacifique Sud
  • Australia
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