Clientelling Manager

Summary

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-toone sessions: implement & follow a coaching calendar
Retain and develop the existing clients
Proactively support the Client Advisor 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 SAs 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 ongoing clienteling activity development in collaboration with local corporate team
Manage One To One appointment (OTO) planning and VIP room (where available)
Stimulate and assists CAs in preparing, executing and following-up OTO initiatives,
coordinates the OTO calendar and monitors results
Assist SAs when in the preparation of OTO appointments, leveraging on VIP room,
visual merchandising, product and hospitality guidelines

Job Description

Launch and lead the execution of Clientelling initiative in store
Support the Store management in strengthening a client-centric culture among the
team & ensure the full implementation of the Gucci Clientelling program and
initiatives
Ensure the comprehension of the clientelling 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-tone sessions: implement & follow a coaching calendar
Retain and develop the existing clients
Proactively support the Client Advisor 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 SAs on information collection and enrichment: tools usage and
related ceremony
Provide training, motivation and coaching to sales staffs to enhance their
clientelling skills, calling techniques, and client service standards
Develop multi-sourced new client development initiatives/ activities to ensure ongoing clienteling activity development in collaboration with local corporate team
Manage One To One appointment (OTO) planning and VIP room (where available)
Stimulate and assists CAs in preparing, executing and following-up OTO initiatives,
coordinates the OTO calendar and monitors results
Assist SAs 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

Job Type

Regular

Start Date

2023-03-23

Schedule

Full time

Organization

GG Luxury Retail South Africa (Pty) Ltd