GUCCI Customer Engagement Specialist - India

ROLE MISSION

The Client Engagement Manager is a pivotal position within Gucci. Accountable for the planning and executing of all Clienteling activities aiming to accelerate the brand’s engagement with clients and nourishing the relationship with them through data analysis and insights.

They will promote a client centric culture in stores through various clienteling actions to support client relations.

Reporting to the General Manager, the Client Engagement Manager is responsible for representing the brand to all customers and stakeholders. You hold the responsibility for proposing and executing the India C.E strategy, in line with Regional and Worldwide guidelines.

KEY RESPONSIBILITIES

Retention and acquisition of top and high potential clients

• To retain and develop existing top and high potential clients
• To recruit and develop new potential clients
• Strengthen relationship and grow top and high potential clients through various client engagement touchpoints and activities
• To ensure that the team deliver impeccable post purchase follow up actions/ after-sales service (if any)

Recruitment of New Customers

• To identify new potential customers with store client engagement associate manager and store managers.
• To network through existing high end clients’ friends or luxury events.

Management of customer database & knowledge on competitive landscape

• Driving accurate and up to date customer database in close collaboration with the retail team
• Enhancing the quality of client profiles in the database by driving qualitative programs with the retail team
• Conduct market research and competitor analysis in collaboration with retail teams

Data Analysis and Synthesis

• Utilize customer data to understand the local client database by analysing demographics and purchase behaviour
• Support strategic and key business decisions by developing and synthesizing analyses from behavioural data, transactional information and qualitative client feedback
• Support retail with tracking and monitoring of monthly Client KPIs through tailor made strategies to help improve month on month sales and KPI performance
• Prepare store specific client database to analyse the level of sales and engagement for different client segments to strengthen client relations
• Support and monitor client development through Top Master Client list and evaluate any action plan require to reach the Region sets of corporate objectives
• Analysing client’s purchasing behaviour prior to, during and after events to streamline and enhance the accuracy of client targeting vs. collection launch. Result to an increase in activation sales performance.

Implementation & Execution of Customer Engagement Activities & Strategies

• Create strong relationships with business partners like Retail, Communications, PR, Merchandising, etc to truly understand metrics, challenges and opportunities, and partner with them to strategically plan and implement a brand and client engagement calendar focused on growth & customer experience
• Roll out effective implementation of key customer engagement strategies and actions that address different client segments,  and support the building of a strong client base through strengthening of client relationships, nurturing of top loyal clients and acquisition of new clients
• Plan, review, drive and support the implementation of all customer engagement activations & experiences, gifting and local partnering according to corporate and regional directive & guidelines
• Prepare detailed pre and post event presentation for all customer engagement related activities
• Manage the distribution of direct marketing materials

Coaching and Motivating Store Teams

• Coach & inculcate “Client Centric” Mindset in all Client Advisors
• Identify potential customers with CAs & work with him/her in formulating engagement actions/follow ups
• Deliver training on Client Engagement Tools.

Stakeholders Management

• Collaborate closely with Merchandising & VM, Retail & Training team in executing key client initiatives/projects

Administration

• Management of Client Engagement budget to done in accordance to the brand compliance guidelines
• Accountable for accurate inventory management and stock take for Client Engagement tools and assets

JOB REQUIREMENTS

• 6+ years of experience in luxury brand marketing, client relationship management, VIP Client Management, store event management, and other such roles
• Masters Degree/MBA in Luxury Brand Management/Retail/Marketing preferred
• Exceptional written and verbal communication skills
• Customer service orientated attitude, driven by meeting and exceeding KPIs and targets
• Lead and inspire through emotional intelligence, and a team player who can collaborate with different personalities and functions
• Time Management & Organization skills – ability to work under high pressure situations and quick turnaround time.
• Must have an agile mindset and be receptive to dynamic situations
• Attention to detail and ability to follow clear documentation processes
• Ability to identify potential risks and be able to provide solutions to mitigate them
• Knowledge and exposure of the Indian & International Luxury Market
• Strong analytical skills, with MS Excel expertise required