GUCCI Product Care Specialist

Kering · London

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Summary

Job Description

Role Mission

To ensure proactive management and implementation of the Retail Product Care process playing a bridging role between Stores and G-commerce, Front Office team, Regional Retail Product Care teams and Hubs. Deliver Procedures & Retail Product Care training to the Hub stores network to ensure the proper implementation and maintenance of in scope processes, tools and systems.

Providing ad hoc analysis and reports on clients claims aimed at defining best practices and increasing customers’ retention.
Work daily with global and regional cross-functional teams to support and develop the Retail AS team business and objectives.

Key Accountabilities & Responsibilities

Project Management and Training

• Deliver training on Gucci/Kering systems, Product Care ceremony, Product quality issues, Gucci global returns policy and procedures trough monthly Store Visit and Teams catch ups
• Daily dialogue with FO team and HUBs coordinator for critical cases management
• Ensure support to stores within the Hub daily
• Organization and management of Product Care Seminars for retail team where to share product care news and encourage the exchange of ideas and best practices among the participants
• Collaborate on preparation, review and update of procedures on Policy and Product Care management in Store
• Preparation of ad hoc Product Care training material used by retail team during MBs

Analysis and KPI Monitoring

• Monthly and weekly analysis on Product Care service levels vs. defined KPIs for both regional Retail teams and Corporate
• Monthly Business Review preparation for Global Product Care Team
• Providing ad hoc analysis and reports through different software and programs (Kering Service reports, BI, Jasper, SAP), also functional to other departments (Operation, Inventory, Client Engagement, Buyer, Merchandising)
• Monitoring, management, and analysis on the CX Project tools pack (Embossing, Special projects aimed at customer’s reactivation through Product Care, Product Care Survey, Product Care Dashboards)

Retail Front End Product Care Operations

• Manage and control the continuity of ticketing process ensuring the completeness of ticket data and promptness (short lead time)
• Examine customer issues and define with the Hub Retail team good practices to ensure full consistency in the service provided
• Monitor damaged products in stores and related KPIs
• Ensure coordination of stores in terms of:
• Usage of systems
• Retail Product Care procedures implementation
• Ticketing process management
• Quality enquires of customers
• Keep control on lead time of tickets resolution to meet customer expectations and ensure timely responses to their enquires
• Order management and tracking of repair and Embossing tools for the Stores network

After Sales Governance

• Work cross functionally with Retail Operations team and inventory in order to provide support for
product quality issues and CN management

• Work cross functionally with Client Engagement local and global team in order to support and enhance customer retention through aftersales activities
• Support on playing a bridging role between the Hub and Region in order to ensure the coordination

of the Retail Product Care process and its implementation

• Work with Regional Retail Product Care teams to provide information about the impact of product quality issues on sales
• Work cross functionally with Retail After Sales teams and inventory/store back-office ticket management
• Direct contact with Regional Product Care teams to manage all kind of customers’ complains related to repairs impact on customer experience.
• Contact with Client Service in case of Customer’s legal escalation
• Bridge within G-Commerce and Retail Stores for customers’ assistance, by properly applying Company Guidelines
• Engagement on define guidelines for the launch of new strategies to reactivate customers and preparation of the related material for Store / Corporate

Job Type

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Schedule

Organization

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