GUCCI Clientelling Manager - Groupe Kering

GUCCI Clientelling Manager - Groupe Kering
Summary

Job Family Group Description - Communication & Marketing:

Gathers jobs relating to all areas of communication for every audience and channel. Conveys the image and identity of the brand.

Job Family Description -Marketing:

Proposes and presents our brand products in a creative and innovative way. Reinforces bonds with regular clients, engages new clients and demonstrates internationally how we set fashion trends.

Sub-Job Family Description - CRM:

Understands the tastes and preferences of our clients in order to provide a stellar customer experience. Creates a bond to maintain customer loyalty and brand addiction.

Job Description

Launch and lead the execution of Clienteling initiative in store

• Support the Store management in strengthening a client-centric culture among the team & ensure the full implementation of the Gucci Clienteling program and initiatives
• Ensure the comprehension of the clienteling KPIs, monitor the performances and implement action plans to improve them, focusing especially on the data collection, data quality and client retention
• Coach, train & support each client advisor on the selling floor and through one-to-one sessions: implement & follow a coaching calendar
  

Retain and develop the existing clients

• Proactively support the Client Advisors in building relationships and gaining customer understanding to promote future visits
• Inspire CAs to implement initiatives personalized on client interests and profile
• Manage and develop VIG clients through personalized development plans
  

Recruit new clients within and outside of the store

• Monitor and coach Client Advisors on information collection and enrichment: tools usage and related ceremony
• Provide training, motivation and coaching to sales staffs to enhance their clienteling skills, calling techniques, and client service standards
• Develop multi-sourced new client development initiatives/ activities to ensure on-going clienteling activity development in collaboration with local corporate team
  

Manage One To One appointment (OTO) planning and VIP room (where available)

• Stimulate and assists Client Advisors in preparing, executing and following-up OTO initiatives, coordinates the OTO calendar and monitors results
• Assist Client Advisors when in the preparation of OTO appointments, leveraging on VIP room, visual merchandising, product and hospitality guidelines
  

Requirements

• 5+ years of Retail experience
• Deep knowledge and understanding of Luxury Business, customers, competitors and products
• Strong customer focus in line with Gucci hospitality culture
• Team/people management
• Problem Solving, Proactivity and Empathy
• Passion for the brand, history and creative culture
• Detail oriented, organized and professional
• Ability to build relationships and encourage colleagues to generate innovative ideas to drive success. Able to motivate, coach and drive others
• Good PowerPoint and Excel skills
• Fluent in English