GUCCI Senior Manager Retail Client Engagement and Development - East

Summary

If you are a Dream-maker, this is the place for you.  Together, we’ll create the real fabric of Gucci. A community of people united by the same passion: breaking new ground in the fashion world and beyond.

Job Description

Role Mission

The Senior Manager, Retail Client Engagement and Development East, will lead planning and implementation of retail client development strategies across directly operated stores (DOS) and outlet locations that drive retention, elevation, and acquisition through exceptional relationship management and local market events to support key client moments and achieve overall targets. This role is responsible for translating Gucci America’s client engagement strategy in alignment with retail business objectives to create store-embedded client plans that directly impact sales. With a retail first mindset, the Senior Manager, Retail Client Engagement will coordinate the partnerships with Store Directors, retail leadership and corporate client engagement teams ensuring synergy and collaboration.

Key Accountabilities

Client Development – 50%

• Lead market store-specific strategy, planning and execution of client development activities aimed at full funnel retention, elevation, and acquisition in partnership with the corporate client and insights team.
• Leverage client pyramid analysis at store level and client mapping to derive bottoms up retail plans designed to meet sales goals and client segment ambitions.
• Regularly review client outreach achievement and tool usage to identify opportunities to close gaps with the sharing and embedding of best practices.
• Work closely with respective corporate and field cross-functional teams to align on client goals and a 365 calendar to achieve annual client development plan, in cohesion with global and regional strategy.
• Analyze performance and impact of client initiatives on client development and sales, analyze pre, during and post strategy to ensure each touchpoint opportunity is maximized for client engagement KPIs.
• Collaborate with Market Directors through regular touch bases while ensuring teams have structured time for strategy, plan development, and goal setting.
• Travel to stores to support with the further growth within client development.
• Lead and/or host regional calls with store teams to ensure clear communication around client direction and strategies, sharing all relevant client focuses.
• Present monthly/quarterly business area performance results as it relates to client development focuses.
• Identify store-specific opportunities to develop stronger training programs aimed to improve client development impact.
• Create tourist development programs to engage and cultivate key local and international tourist groups during peak seasonal shopping periods.

Client Relations – 25%

• Build expert knowledge and understanding of top client base in key doors.
• Cultivate top clients and map to engage with the highest expression of the brand at local and international brand experiences.
• Partner with corporate client relations team to manage and coordinate exceptional local and international experiences for clients.
• Identify, develop, and action immersive personalized brand experiences tailored to top clients.
• Manage, implement, and action top client seasonal gifting programs.
• Develop partnerships with travel, hotel, and concierges to offer key services to drive acquisition and cultivation of VIP clients.
• Attend events and network with clients at key functions, acting as a brand ambassador on behalf of Gucci Americas.

Client Events – 25%

• Create and manage regional client engagement events calendar and budget in partnership with corporate client events team.
• Develop and propose target client list based on event typology.
• Work with regional retail and merchandising teams to manage the customer experience and end to end implementation of evergreen events that support specific selling initiatives such as high-end customization events (ex DIY/MTM/MTO and special orders).
• Support store teams in developing new event initiatives subject to appropriate corporate approval.
• Coordinate with corporate as needed for printing and mailing of invitations, client gifting gestures, catering, champagne, flowers etc.
• Oversee corporate identity preparation prior to in store events in accordance with corporate guidelines ensuring excellence in execution.
• Manage vendor set up, store operational support, and event execution, with appropriate written and visual documentation, action planning, feedback and results shared weekly.

Key Requirements

• Bachelor’s degree preferred.