GUCCI Head of Global Client Experience

Key Accountabilities

·        Collaborate with key stakeholders to develop formats of experiences and events based on fashion institutional moments, brand moments, high-end collections, key commercial moments, and other opportunities.

·        Collaborate with Client Relations team to develop a menu of experiences for top client segments.

o   Coordinate, improve, and promote the institutional client experiences available in Gucci historic locations and through the Kering Group network

o   Define if other types of experiences can be added to the menu

·        Develop the standard guidelines for regional high-end events, in partnership with Visual Merchandising, for in-store and off-site events

o   Set-up a strong project management approach to guide regions in preparing and executing the high-end events according to the brand standards

o   Drive the project team to excellence, by enriching the client experience with unique moments

o   Ensure a standard framework is followed with finance, to guarantee ROI

·        Collaborate and develop with Client Relations team the international client experiences for top clients (fashion show, Festival de Cannes, Florence experience, etc.)

o   Design the events and experiences formats, always striving for the highest levels of quality, uniqueness and differentiation

o   Partner with retail to ensure the hosting city can maximize business opportunities during the client experience

o   Manage the global budget and coordinate with regional teams on local budget allocations, ensuring cost-efficiency, alignment with strategic objectives, and a consistent client experience across all markets.

·        Develop innovative, engaging and cost-effective formats for the in-store activations

o   Update the menu of activations with relevant formats of activations

o   Provide clear and actionable guidelines to the regions, to facilitate excellence in execution

o   Prepare briefs for external agencies, including client target and business objectives of each activation

• Act as the central point of contact for regions on external events and experiences, ensuring all proposals are consistent, on-brand, and aligned with Gucci standards.
• Partner with global and regional teams and external agencies to drive aligned and impactful client activations
• Establish and enforce activation guidelines that align with the global brand strategy, ensuring consistency, quality, and excellence across all client experiences.

·        Deliver strategic reporting on each activation, synthesizing qualitative insights and quantitative results to identify key successes, areas for improvement, and actionable recommendations for the leadership team, with the goal of continuously enhancing client satisfaction and experience excellence.

·        Explore new agencies and concepts in alignment with the global brand guidelines and strategy.

·        Stay informed about industry trends and competitor activations

Requirements

Functional

• 10 years’ experience in client experience or client event production roles in the luxury industry
• High understanding of the retail dynamics and constraints; capacity to blend creativity and reality of execution
• Highly effective project management and problem-solving skills; proven track record in delivering high-impact projects with high-quality standards
• Proven experience in leading and managing cross-functional teams, with strong interpersonal and people development skills
• Proven experience in managing and delivering actionable outputs with external agencies
• Excellent communication skills, written and spoken, with a variety of stakeholders; presentation skills, including presentations to top management
• Proven negotiation and budget management skills
• Excellent analytical skills
• Client relationship management, client-facing capabilities
• Ability to build and maintain strong relationships, internally and externally, at all levels of the organisation
• Self-motivated, curious, pragmatic, accountable, driven by results, flexible
• Fluent in English, basic understanding of Italian at minimum
• Mastery of Excel, PowerPoint, and Word
• International experience is a plus

Key Challenges

• The role involves a high number of stakeholders (internal and external) and requires influencing skills.
• Agility in the approach and in reviewing priorities, in line with the business needs
• Balancing a global approach with local needs
• Creativity

SALARY PACKAGE:

• Gross Annual Salary:  75.000€ (unless otherwise agreed, in the event of a positive outcome of the selection process, should specific levels of experience and autonomy and/or particular competencies emerge during the selection process, based on objective criteria).

• NCBA (National Collective Bargaining Agreement): CCNL Industria Pelli e Succedanei (unique alphanumeric code: D111)

• Other Benefits:

-Company canteen

-Supplementary health insurance  

-Company welfare program 

 

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 applicat