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GUCCI Customer Specialist

Gucci - Regular

Within the Global Product Care Department and reporting to the Global Product Care Technical & Communication Office Manager, the Global Product Care Customer Specialist will act as a Customer Expert on the three main working areas of the office (product alerts and crisis management, Global Product Care policy and guidelines, Product Care trainings). The role is responsible for sensing the market for what concerns Customer expectations and experience on the product care service, scouting Customer hot points in Product Care journey, and proposing solutions to ensure client satisfaction on the Gucci After Sales (Product Care) service, taking care of the activities implementation and training.

Key Accountabilities

  • Acts as Point of contact (inbound and outbound) for regional product care centers on product care policy issues related to the Customer Experience
  • Proposes policies revision in accordance to market needs and actual operational capabilities in terms of services to be offered to clients, in collaboration with the regional and global product care teams
  • Provides support on operational activities related to the continuous update of the Global Product Care policy and guidelines.
  • Collects/Proposes the information needed as base for the Global Product Care Technical & Communication Manager to discuss a policy revision or update
  • Strongly collaborates with all the Corporate functions involved in the Global Product Care Technical & Communication office activities (e.g.: Corporate and regional Retail, Corporate Merchandising, Production Business Units, Supply chain, Client Services, Client Engagement, Etc.)
  • Strongly collaborates with Global Product Care (e.g. solution design in collaboration with the Process Excellence team) and Client Engagement (e.g. for validation and general frame) teams when proposing client initiatives related to Product Care
  • Supports the setup and delivery of the Global Product Care Seminar and training sessions, by collecting the relevant material and preparing presentations
  • Takes care of organizational aspects of the seasonal Global Product Care Seminar, collaborating with internal and external stakeholders
  • Supports the Product Care Technical Specialist on monitoring and ticket analysis activities related to Product Care issues affecting the market. Whenever a product crisis arises, supports the data collection to define a case solution, to be validated and proposed
  • Launches the Product Care survey, working on its design and definition in collaboration with internal and external stakeholders. When launched, analyses the results and follows up on them
  • Provides regular updates on the main criticalities related to clients that emerge from the ticket monitoring and analysis, proposing solutions to the responsible departments

Job requirements:

  • University degree, preferably in Marketing / Communication
  • 3/4 years of proven working experience in Customer Care, Client Service, Client Retention, Marketing
  • Strong problem solving with the ability to analyze cause and effect relationships
  • Very good relational and communication skills
  • Reactivity and flexibility
  • Customer oriented approach and negotiation acumen
  • Very good work organization skills and ability to prioritize tasks
  • Ability of interaction at various functional and organizational levels
  • Positive thinking and very good stress management skills
  • Strong inclination towards team work
  • Fluency in English and Italian is a must
  • Good data analysis skills is a plus
  • Full time
  • ヨーロッパ
  • Italy


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