GUCCI Manager, Retail Performance

Role Mission

The Retail Performance Manager is responsible for driving a consistent luxury experience standard across the Americas by translating brand service standards, Voice of Client (VOC) insights, and retail performance data into clear, actionable strategies that drive commercial impact.

Working cross-functionally with Market Leaders, Retail Training, Retail Operations, and Client Engagement, this position ensures Gucci’s luxury service standards and retail enablement tools are seamlessly embedded into daily store routines and reinforced through clear governance and frameworks. This role will also oversee regional VOC programs, adoption of retail enablement tools and initiatives that strengthen service behaviors, elevate the client experience, and drive measurable performance in retail.

The ideal candidate brings a structured, analytical, and execution-focused mindset with a strong background and deep understanding of the luxury retail environment, sales floor dynamics and behaviors that drive commercial success.

Key Accountabilities

Client Experience Standards & Luxury Execution

• Embed Gucci’s client experience and luxury service standards into daily store execution, ensuring consistent delivery across markets
• Translate global and regional client experience expectations into clear, measurable, and observable behaviors
• Partner cross-functionally with Commercial Leaders, Retail Training, Retail Operations and Client Engagement to operationalize standards through tools, routines, and field execution

Voice of Client (VOC) & Client Experience Programs

• Oversee regional Mystery Shopping and NPS programs to assess the standard of luxury retail execution and client experience
• Synthesize qualitative client experience feedback and quantitative data to identify gaps and priorities at market and store-level
• Create action plans leveraging VOC feedback and insights to drive improvement in client experience and store execution

Retail Enablement Tools

• Own the regional governance for the suite of retail tools, dashboards, and platforms, ensuring alignment with global standards
• Drive adoption and consistent usage across markets, partnering with Commercial Leaders and field teams to embed tools into daily store routines
• Monitor utilization and impact, translating regional store feedback into structured recommendations for the global team

Performance Recognition & Acceleration Programs

• Activate regional recognition programs and commercial contests and initiatives aligned to strategic commercial and client experience priorities
• Oversee end-to-end execution, including framework, tracking, communication, and prize fulfillment
• Analyze program effectiveness to identify winning behaviors, measure commercial impact and build a scalable playbook for future initiatives

Key Requirements

• 5-7+ years of experience in luxury retail, with direct experience in store management, client experience execution, and regional or field-facing roles
• Deep understanding of luxury service standards, omnichannel client experience and sales floor dynamics that drive measurable commercial impact
• Strong analytical capability to analyze qualitative and quantitative data to interpret results, derive insights, identify opportunities, and create action plans
• Proven track record of cross-functional project management success, with experience in rolling out retail initiatives, tools, and frameworks across markets
• Exceptional communication and stakeholder management skills, with the ability to influence decision-making and drive organizational change
• Demonstrated ability to partner with and influence Store Directors, Market Directors, Commercial Leadership, and field-facing retail partners
• Highly organized with strong attention to detail and an entrepreneurial, continuous improvement mindset

Work Authorization

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

Accessibility

Our Gucci community is committed to providing a culture of inclusivity and accessibility in all aspects of the employee life cycle – starting with the candidate experience.  If you are   interested in becoming a Gucci Dream-maker and applying for employment and require a reasonable accommodation to assist with any part of the application and/or interview process, please contact us by email at accessibility.americas@gucci.com.  

When contacting us, please provide your contact information, the role you have applied to, and the nature of your accessibility issue. Please only send inquiries concerning requests for reasonable accommodations.

Salary Range – New York City

For individuals assigned and/or hired to work in New York City, GUCCI includes a reasonable estimate of the salary or hourly rate range for this role. This considers the wide range of factors that are considered in making compensation decisions; including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. In addition, where a candidate falls within the disclosed range estimate may be dependent on the applicable geographic differential associated with the location in which the position may be filled. 

A reasonable estimate of the current base salary range is $110,000 to $120,000. 

EOE M/D/F/V