GUCCI Customer Engagement Specialist

Job Family Group Description - Communication Marketing:
Gathers jobs relating to all areas of communication for every audience and channel. Conveys the image and identity of the brand.

Job Family Description -Marketing:
Proposes and presents our brand products in a creative and innovative way. Reinforces bonds with regular clients, engages new clients and demonstrates internationally how we set fashion trends.

Sub-Job Family Description - CRM:
Understands the tastes and preferences of our clients in order to provide a stellar customer experience. Creates a bond to maintain customer loyalty and brand addiction.

• 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)

• 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.

• 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

• 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.

• 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

• 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.

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

• 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

• 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

Regular 2024-09-30 Full time Luxury Goods Retail Pvt. Ltd.