Client Engagement Manager

If you're a Dream-maker, this is the place for you! Together, we’ll create the real fabric of Gucci. A community of people united by the same passion: breaking new ground in the fashion world and beyond.

The role is designed for those who feel inspired by our company philosophy and aim to embody its essence. A great opportunity to contribute to brand growth in a challenging yet joyful environment.

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 Australia and New Zealand CE strategy, in line with Regional and Worldwide guidelines.

Key Responsibilities:

Effective Management of Client Engagement Activations and Initiatives

• Plan a comprehensive local client engagement plan and calendar in line with Worldwide and Regional directive, keeping in mind local business needs and available budgets.
• Forecast and manage annual client engagement budgets in line with Worldwide and Regional directive and strategy aligning with all stakeholders to include as well local business needs and client ambitions. Ensure that monthly reporting of all budgets are in line with company approvals and guidelines
• Manage activations, gifting campaigns and Brand Experiences (if any) in line with Worldwide and Regional strategy, responsible for liaising with Store Teams and internal stakeholders in the execution.
• Lead projects linked to in-store activations (E.g: product launches) and other locally driven moments
• Responsible for drafting proposals and qualitative and analytical reports post-events in a timely manner liaising with all relevant stakeholders
• Responsible for dissemination of client gifts ensuring a clear client gifting process with all approvals and actualisations tracked as per required compliance standards
• Responsible for dissemination of any other marketing tools such as catalogues, etc.
• To implement a systematic tracking of Client Engagement Actions
• Responsible in delivering Client Experiences/Recognition Actions/Initiatives

Retention and acquisition of top and high potential clients

• To retain and develop existing top and high potential customers
• To recruit and develop new potential customers
• 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 Clients

• To identify new potential customers with Client Engagement Manager and stores
• To network through existing high end customers’ friends or luxury events.
• To identify and partner (when relevant) with external databases that have access to high-net-worth individuals
• To ensure a strategic follow up plan is put in place with all new potential customers

Analytics and Insights

• Analyze and segment database to target clients for each activation/campaign
• Generate reports and analysis to measure results and ROI on activations/gifting campaigns, etc
• Update regionally generated reports with feedback (as required)
• Ensure that regionally generated analysis reports are shared with store and other relevant teams and action plans are put in place for any corrective measures
• Be updated on all the latest client related actions by Competitors

Why work with us?

This is a great opportunity to join the Gucci adventure and to actively contribute to the development of the business by becoming part of a thriving Atelier in a global Luxury Group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

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 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.

Gucci is made of people who are diverse, talented and unique. You're invited to come and show us the Dream-maker that you are.