Through our new contemporary vision at Gucci we are inventing a wholly modern approach to fashion and redefining luxury for the 21st century.
As part of the global luxury group Kering, we are committed to ‘empowering imagination’ in a sustainable manner and encouraging our employees to flourish. Join our passionate journey and fulfill your potential and creativity.
We are currently seeking a Customer Engagement Associate Manager to join our dynamic team in GUCCI Sydney Head Office.
Essential Duties and Responsibilities
Assist the Customer Engagement Manager in the below responsibilities :
Retention and acquisition of top and high potential clients
To retain and develop existing top and high potential customers To recruit and develop new potential customers Assist Customer Engagement Manager to strengthen relationship and grow top and high potential clients through various client engagement touchpoints and activities
Effective Management of Client Engagement Activations and Initiatives
Assist Customer Engagement Manager to manage activations, gifting campaigns and Brand Experiences (if any) in line with Worldwide and Regional strategy, responsible for liaising with Store Teams and internal stakeholders in the execution.Lead projects linked to in-store activations (E.g: product launches) and coordinate with Customer Engagement Specialist.Responsible for drafting proposals and producing qualitative and analytics reports post-events To implement a systematic tracking of Client Engagement Actions
Analytics and Insights
Analyze and segment database to target clients for each activation/campaignGenerate reports and analysis to measure results and ROI on activations/campaigns
Coaching and Motivating Store Teams
With the Customer Engagement Manager and the Store Managers, coach & inculcate “Client Centric” Mindset in New/Junior CATo identify potential customers with CAs & work with him/her in formulating engagement actions/follow upsWith Customer Engagement Team, deliver training on Client Engagement Tools.
Collaborate closely with Merchandising & VM, Retail & Training team in executing key client initiatives/projects
Learning and Training
Ensure proactive learning and development to maintain product knowledge and stay current with legislative requirements Participate in development training as required by your management team
Workplace Health and Safety
Ensure compliance to the Safety Management System and all Workplace Health and Safety (WHS) Policies Report all incidents, hazards and near misses as required by all staff, both to your direct manager and Human Resources where applicable and on the reporting platform
Utilize all company tools including iPhone, iPad etc and company applications effectively, efficiently and as required by the businessEnsure active participation on company provided platforms such as Workplace, Workday, ENTO, Retail Training Portal, LUCE, etcComply to all Gucci and Kering Policies, Procedures and GuidelinesAll other ad hoc duties as required by your manager
Required Qualifications and Experience
A degree in a related disciplineProven experience in similar business partnering role, minimum 5 years experienceProven strong operational performance within a high volume and high turnover retail environment, leading a team. Other relevant service sector experience may be considered.
Other skills and abilities
Proven ability to work in highly pressured roles and situationsCustomer service orientated attitude, driven by meeting and exceeding KPIs and targetsAbility to work dynamically in a high-volume environmentTime management and prioritizing skillsAbility to be flexible and agile to meet business needsHigh attention to detail and a strong, professional work ethicStrong leadership and management skills used to lead, grow and develop the team by exampleProficiency in using technology and/or learning about updated technologiesProficiency in Outlook/Excel/Word/PowerPointStrong analytical skillsExceptional written and verbal communication skillsMature, meticulous and able to handle confidential information with carePeople-orientated with the ability to handle employee situationsAbility to travel frequently for business
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