GUCCI Experience & Training Specialist

Job description

Summary
About Gucci
Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world’s most desirable fashion houses. Eclectic, contemporary, romantic—Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail. Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.

Role Mission

Within the Global Client Services (Gucci 9) Department and reporting to the Global Gucci 9 Experience & Training Manager, the Experience & Training Specialist is responsible for the quantitative and qualitative analysis of client experience across all G9 hubs and proactively proposing actions to improve service standards, selling skills and innovative training solutions.

Job Description

Key Accountabilities

·  Measure and monitor key metrics related to quality measurement and client feedback (NPS, VOC, RED, surveys etc.)
·  Qualitative and quantitative analysis and consolidation of global mystery evaluation results. Based on the results of all quality metrics combined, identify areas of improvement, and assist in the implementation of action plans depending on regional specificities and key priorities
·  Consolidate and share NPS analysis to all relevant departments (WW digital, logistics, merchandising, consumer insight, …) and collaborate on actions to be taken where necessary.
·  Nourish and maintain a strong continuous relationship between Central and Regions
·  Support in driving the monthly conversations with the G9 hubs (receive briefing beforehand, keep track of meeting minutes and share actions to be taken afterwards)
·  Ensure proper roll out of E-learning modules to the regional Gucci 9 hubs.
·  Be proactive in proposing actions to improve service standards, selling skills and innovative training solutions
·  Support in planning the training agenda correspondent to the strategy needs and priorities

Job requirements:

·  Strong presentation skills
·  Excellent written and verbal communication skills
·  Customer service oriented
·  Ability and curiosity to link the daily activities to the bigger picture
·  Proactive attitude, curiosity, and ability to think "out of the box"
·  Proven experience in Retail is a plus
·  Understanding of training methods is a plus (i.e. different learning styles, NLP...)
·  Eager to take responsibility and drive the responsibilities with autononomy
·  Analytical mindset
·  Excellent knowledge of the Office Suite
·  Strong Relational skills and passion for discovering new cultures
·  Fluent in English (C1 Level) - any additional language is a plus
·  Experience in training conception and delivery is a plus

Why work with us?

Gucci is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.

Job Type
Regular

Start Date
2022-04-14

Schedule
Full time

Organization
Guccio Gucci S.p.A.