GUCCI Senior Manager, Retail Client Engagement West

Kering•Beverly Hills, CA

13d•$110,000 - $135,000

About The Position

Based in Los Angeles, California, the Senior Manager, Retail Client Engagement West, will lead planning and implementation of retail client development strategies across directly operated stores (DOS) and outlet locations that drive retention, elevation, and acquisition through exceptional relationship management and local market events to support key client moments and achieve overall targets. This role is responsible for translating Gucci America’s client engagement strategy in alignment with retail business objectives to create store-embedded client plans that directly impact sales. With a retail first mindset, the Senior Manager, Retail Client Engagement will coordinate the partnerships with Store Directors, retail leadership and corporate client engagement teams ensuring synergy and collaboration.

Requirements

Bachelor’s degree preferred
5+ years of management experience in Retail, Marketing and/or Special Events, Hospitality or Consulting
Proven ability in client management, exceptional relationship, and partnership management skills in a B2B and B2C environment
Strong interpersonal and relationship building skills and experience to interact and work with VIP clients
Exceptional appreciation and understanding of the luxury fashion industry
Excellent written, verbal and presentation skills
Command and knowledge of Microsoft PowerPoint, and Excel
Experience with CRM Systems and Business Intelligence tools, such as Microstrategy
Strategic, analytical and relationship building competencies required, with good knowledge of retail math
Ability to outline a strategic plan, prioritize, and make recommendations
Drive to lead a group of peers to drive recommendations into implementation plans
Confidence presenting to senior management and assembling executive level communication
Collaborative team player who enjoys working in a cross-functional team environment
Ability to travel domestically and internationally up to 60% of the time

Responsibilities

Lead market store-specific strategy, planning and execution of client development activities aimed at full funnel retention, elevation, and acquisition in partnership with the corporate client and insights team
Leverage client pyramid analysis at store level and client mapping to derive bottoms up retail plans designed to meet sales goals and client segment ambitions
Regularly review client outreach achievement and tool usage to identify opportunities to close gaps with the sharing and embedding of best practices
Work closely with respective corporate and field cross-functional teams to align on client goals and a 365 calendar to achieve annual client development plan, in cohesion with global and regional strategy
Analyze performance and impact of client initiatives on client development and sales, analyze pre, during and post strategy to ensure each touchpoint opportunity is maximized for client engagement KPIs
Collaborate with Retail Area Directors through regular touch bases while ensuring teams have structured time for strategy, plan development, and goal setting
Travel to stores to support with the further growth within client development
Lead and/or host regional calls with store teams to ensure clear communication around client direction and strategies, sharing all relevant client focuses
Present monthly/quarterly business area performance results as it relates to client development focuses
Identify store-specific opportunities to develop stronger training programs aimed to improve client development impact
Create tourist development programs to engage and cultivate key local and international tourist groups during peak seasonal shopping periods.
Build expert knowledge and understanding of top client base in key doors
Cultivate top clients and map to engage with the highest expression of the brand at local and international brand experiences
Partner with corporate client relations team to manage and coordinate exceptional local and international experiences for clients
Identify, develop, and action immersive personalized brand experiences tailored to top clients
Manage, implement, and action top client seasonal gifting programs
Develop partnerships with travel, hotel, and concierges to offer key services to drive acquisition and cultivation of VIP clients
Attend events and network with clients at key functions, acting as a brand ambassador on behalf of Gucci Americas
Create and manage regional client engagement events calendar and budget in partnership with corporate client events team
Develop and propose target client list based on event typology
Work with regional retail and merchandising teams to manage the customer experience and end to end implementation of evergreen events that support specific selling initiatives such as high-end customization events (ex DIY/MTM/MTO and special orders)
Support store teams in developing new event initiatives subject to appropriate corporate approval
Coordinate with corporate as needed for printing and mailing of invitations, client gifting gestures, catering, champagne, flowers etc.
Oversee corporate identity preparation prior to in store events in accordance with corporate guidelines ensuring excellence in execution
Manage vendor set up, store operational support, and event execution, with appropriate written and visual documentation, action planning, feedback and results shared weekly