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Job Description Summary
About Gucci
Founded in Florence, Italy, in 1921, Gucci is one of the world’s leading luxury brands. Following the House’s centenary, Gucci forges ahead into the next hundred years, continuing to redefine luxury while celebrating the creativity, Italian craftsmanship, and innovation at the core of its values.
Gucci is part of the global luxury group Kering, which manages the development of a series of renowned Houses in fashion, leather goods, jewelry, and eyewear.
Discover more about Gucci at www.gucci.com.
Role mission
To ensure proactive management and implementation of the Retail Product Care process playing a bridging role between Stores and G-commerce, Front Office team, Regional Retail Product Care teams and Hubs.
Deliver Procedures & Retail Product Care training to the Hub stores network to ensure the proper implementation and maintenance of in scope processes, tools and systems.
Providing ad hoc analysis and reports on clients claims aimed at defining best practices and increasing customers’ retention. Work daily with global and regional cross-functional teams to support and develop the Retail AS team business and objectives.
Key Accountabilities & Responsibilities
Project Management and Training
Deliver training on Gucci/Kering systems, Product Care ceremony, Product quality issues, Gucci
global returns policy and procedures trough monthly Store Visit and Teams catch ups
Daily dialogue with FO team and HUBs coordinator for critical cases management
Ensure support to stores within the Hub daily
Organization and management of Product Care Seminars for retail team where to share product
care news and encourage the exchange of ideas and best practices among the participants
Collaborate on preparation, review and update of procedures on Policy and Product Care
management in Store
Preparation of ad hoc Product Care training material used by retail team during MBs
Analysis and KPI Monitoring
Monthly and weekly analysis on Product Care service levels vs. defined KPIs for both regional
Retail teams and Corporate
Monthly Business Review preparation for Global Product Care Team
Providing ad hoc analysis and reports through different software and programs (Kering Service
reports, BI, Jasper, SAP), also functional to other departments (Operation, Inventory, Client
Engagement, Buyer, Merchandising)
Monitoring, management, and analysis on the CX Project tools pack (Embossing, Special projects
aimed at customer’s reactivation through Product Care, Product Care Survey, Product Care
Dashboards)
Retail Front End Product Care Operations
Manage and control the continuity of ticketing process ensuring the completeness of ticket data
and promptness (short lead time)
Examine customer issues and define with the Hub Retail team good practices to ensure full
consistency in the service provided
Monitor damaged products in stores and related KPIs
Ensure coordination of stores in terms of:
Usage of systems
Retail Product Care procedures implementation
Ticketing process management
Quality enquires of customers
Keep control on lead time of tickets resolution to meet customer expectations and ensure timely
responses to their enquires
Order management and tracking of repair and Embossing tools for the Stores network
After Sales Governance
Work cross functionally with Retail Operations team and inventory in order to provide support for
product quality issues and CN management
Work cross functionally with Client Engagement local and global team in order to support and
enhance customer retention through aftersales activities
Support on playing a bridging role between the Hub and Region in order to ensure the coordination
of the Retail Product Care process and its implementation
Work with Regional Retail Product Care teams to provide information about the impact of product
quality issues on sales
Work cross functionally with Retail After Sales teams and inventory/store back-office ticket
management
Direct contact with Regional Product Care teams to manage all kind of customers’ complains related
to repairs impact on customer experience.
Contact with Client Service in case of Customer’s legal escalation
Bridge within G-Commerce and Retail Stores for customers’ assistance, by properly applying
Company Guidelines
Engagement on define guidelines for the launch of new strategies to reactivate customers and preparation of the related material for Store / Corporate
Gucci is made of people who are diverse, talented and unique. You're invited to come and show us the Dream-maker that you are.
| #LI-DNI
About Gucci
Founded in Florence, Italy, in 1921, Gucci is one of the world’s leading luxury brands. Following the House’s centenary, Gucci forges ahead into the next hundred years, continuing to redefine luxury while celebrating the creativity, Italian craftsmanship, and innovation at the core of its values.
Gucci is part of the global luxury group Kering, which manages the development of a series of renowned Houses in fashion, leather goods, jewelry, and eyewear.
Discover more about Gucci at www.gucci.com.
Role mission
To ensure proactive management and implementation of the Retail Product Care process playing a bridging role between Stores and G-commerce, Front Office team, Regional Retail Product Care teams and Hubs.
Deliver Procedures & Retail Product Care training to the Hub stores network to ensure the proper implementation and maintenance of in scope processes, tools and systems.
Providing ad hoc analysis and reports on clients claims aimed at defining best practices and increasing customers’ retention. Work daily with global and regional cross-functional teams to support and develop the Retail AS team business and objectives.
Key Accountabilities & Responsibilities
Project Management and Training
Deliver training on Gucci/Kering systems, Product Care ceremony, Product quality issues, Gucci
global returns policy and procedures trough monthly Store Visit and Teams catch ups
Daily dialogue with FO team and HUBs coordinator for critical cases management
Ensure support to stores within the Hub daily
Organization and management of Product Care Seminars for retail team where to share product
care news and encourage the exchange of ideas and best practices among the participants
Collaborate on preparation, review and update of procedures on Policy and Product Care
management in Store
Preparation of ad hoc Product Care training material used by retail team during MBs
Analysis and KPI Monitoring
Monthly and weekly analysis on Product Care service levels vs. defined KPIs for both regional
Retail teams and Corporate
Monthly Business Review preparation for Global Product Care Team
Providing ad hoc analysis and reports through different software and programs (Kering Service
reports, BI, Jasper, SAP), also functional to other departments (Operation, Inventory, Client
Engagement, Buyer, Merchandising)
Monitoring, management, and analysis on the CX Project tools pack (Embossing, Special projects
aimed at customer’s reactivation through Product Care, Product Care Survey, Product Care
Dashboards)
Retail Front End Product Care Operations
Manage and control the continuity of ticketing process ensuring the completeness of ticket data
and promptness (short lead time)
Examine customer issues and define with the Hub Retail team good practices to ensure full
consistency in the service provided
Monitor damaged products in stores and related KPIs
Ensure coordination of stores in terms of:
Usage of systems
Retail Product Care procedures implementation
Ticketing process management
Quality enquires of customers
Keep control on lead time of tickets resolution to meet customer expectations and ensure timely
responses to their enquires
Order management and tracking of repair and Embossing tools for the Stores network
After Sales Governance
Work cross functionally with Retail Operations team and inventory in order to provide support for
product quality issues and CN management
Work cross functionally with Client Engagement local and global team in order to support and
enhance customer retention through aftersales activities
Support on playing a bridging role between the Hub and Region in order to ensure the coordination
of the Retail Product Care process and its implementation
Work with Regional Retail Product Care teams to provide information about the impact of product
quality issues on sales
Work cross functionally with Retail After Sales teams and inventory/store back-office ticket
management
Direct contact with Regional Product Care teams to manage all kind of customers’ complains related
to repairs impact on customer experience.
Contact with Client Service in case of Customer’s legal escalation
Bridge within G-Commerce and Retail Stores for customers’ assistance, by properly applying
Company Guidelines
Engagement on define guidelines for the launch of new strategies to reactivate customers and preparation of the related material for Store / Corporate
Gucci is made of people who are diverse, talented and unique. You're invited to come and show us the Dream-maker that you are.
| #LI-DNI