GUCCI Team Manager - Client Services

Gucci Client Services Team Manager

Founded in Florence, Italy, in 1921, Gucci is one of the world's leading luxury brands. Under the leadership of President and CEO Francesca Bellettini and the artistic direction of Demna, the House continues to redefine luxury and fashion while celebrating creativity, Italian craftsmanship, and innovation. Gucci is part of the global luxury group Kering, which manages renowned Houses in fashion, leather goods, jewelry, and eyewear.

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. As the Gucci Client Services Team Manager, you will assist the Senior Manager in leading and directing all activities required to achieve Client Services objectives. In this role, you will be responsible for overseeing all client inquiries, case management processes/fulfillment, and client resolution, reporting, and the development of best practices to contribute to the efficiency of the department. This position will represent the brand as a Gucci Ambassador by promoting the values and ambitions within the luxury marketplace.

Key Accountabilities:

• Oversee the day-to-day operations of the assigned department to ensure that department goals, such as service level, quality, and staffing, are met;
• Develop strong relationships with clients to ensure maximum satisfaction and increase client loyalty and retention;
• Clear understanding of all company Key Performance Indicators (KPI), monitor weekly reporting for utilization in daily and monthly performance coaching conversations;
• Accountable for analyzing and prioritizing daily incoming work and managing back-up processing support accordingly;
• Identify orders requiring special needs and handling in partnership with the operations team;
• Evaluate, identify, and support opportunities to drive process improvements that will increase accurate output from clients and stores;
• Prepare and direct scheduling, monitor attendance, punctuality, vacation time-off planning, shift schedules, breaks/lunches, training, and offline activities;
• Review eCommerce sales daily and assess high value / exceptional orders requiring follow up, potentially adding to the Very Important Gucci Clients (VIG) list;
• Monitor calls to observe desired demeanor, accuracy, consistency to ensure that company policies and procedures and service levels are being adhered to;
• Conduct monthly coaching/counseling sessions with employees to review performance and provide timely feedback;
• Train and develop direct reports for future growth and career development;
• Control workflow through the understanding and enforcement of all company policies and procedures;
• Ensure team compliance to all company HR and operational policies and procedures;
• Compile and generate reports as they relate to customer service;
• 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 issues;
• Ability to work both collaboratively as part of a team as well as independently.

Key Requirements:

• Experience with call center phone management and contact volume reporting a plus;
• Knowledge of Salesforce, Oracle, Cybersource and stock inventory systems preferred;
• Proven ability to manage complex and competing priorities;
• Intermediate to advance computer skills;
• Able to work in fast-paced environment, managing multiple channels at the time;
• Confident to resolve customer complaints and manage escalated inquiries effectively;
• Excellent interpersonal written, phone and communication skills;
• 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;
• Proficiency in multiple languages highly desirable;
• Must be available to work a flexible work schedule which will include evenings, weekends, and holidays;
• Demonstrates a high level of energy and enthusiasm.

Work Authorization:

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

Gucci is committed to building a diverse workforce. We believe diversity in all its forms gender, age, disability, race, ethnicity, nationality, culture, religious beliefs, and sexual orientation enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively, and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background.

Salary Range New York: For individuals assigned and/or hired to work in New York, GUCCI includes a reasonable estimate of the salary or hourly rate range for this role. This takes into account 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 $102,000 to $113,500 USD.