Gucci Product Care Coordinator - London, United Kingdom - Groupe Kering
Description
SummaryJob 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.
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.
Job Description:
Key Accountabilities & Responsibilities
Project Management and Training
- Deliver training on Gucci/Kering systems, Product Care ceremony, Product quality issues, Gucci
- 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
- Collaborate on preparation, review and update of procedures on Policy and Product Care
- Preparation of ad hoc Product Care training material used by retail team during MBs
- 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
- Engagement, Buyer, Merchandising)
- Monitoring, management, and analysis on the CX Project tools pack (Embossing, Special projects
- Dashboards)
- Manage and control the continuity of ticketing process ensuring the completeness of ticket data
- Examine customer issues and define with the Hub Retail team good practices to ensure full
- 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
- Order management and tracking of repair and Embossing tools for the Stores network
- Work cross functionally with Retail Operations team and inventory in order to provide support for
- Work cross functionally with Client Engagement local and global team in order to support and
- Support on playing a bridging role between the Hub and Region in order to ensure the coordination
- Work with Regional Retail Product Care teams to provide information about the impact of product
- Work cross functionally with Retail After Sales teams and inventory/store backoffice ticket
- Direct contact with Regional Product Care teams to manage all kind of customers' complains related
- 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
Job Type
Regular
Start Date
Schedule
Full time
Organization
Gucci Ltd.
More jobs from Groupe Kering
-
Gucci: Senior Client Advisor, Harrods Shoes
London, United Kingdom - 3 weeks ago
-
Bottega Veneta
London, United Kingdom - 3 weeks ago
-
Alexander Mcqueen Junior Pa to The Creative Office
London, United Kingdom - 3 weeks ago
-
Alexander Mcqueen Team Assistant, Executive
London, United Kingdom - 3 weeks ago
-
Gucci Client Advisor
Edinburgh, United Kingdom - 2 weeks ago
-
Gucci Runner
London, United Kingdom - 2 weeks ago