Launch and lead the execution of Clienteling initiative in store • Support the Store management in strengthening a client-centric culture among the team & ensure the full implementation of the Gucci Clienteling program and initiatives.
• Ensure the comprehension of the clienteling KPIs, monitor the performances and implement action plans to improve them, focusing especially on the data collection, data quality and client retention.
• Coach, train & support each client advisor on the selling floor and through one-to-one sessions: implement & follow a coaching calendar to retain and develop the existing clients.
• Proactively support the Client Advisor in building relationships and gaining customer understanding to promote future visits.
• Inspire CAs to implement initiatives personalized on client interests and profile.
• Manage and develop VIG clients through personalized development plans.
• Recruit new clients within and outside of the store.
• Monitor and coach SAs on information collection and enrichment: tools usage and related ceremony.
• Provide training, motivation and coaching to sales staff to enhance their clienteling skills, calling techniques, and client service standards.
• Develop multi-sourced new client development initiatives/activities to ensure ongoing clienteling activity development in collaboration with local corporate team.
Manage One To One appointment (OTO) planning and VIP room (where available) • Stimulate and assist CAs in preparing, executing and following-up OTO initiatives, coordinates the OTO calendar and monitors results.
• Assist SAs when in the preparation of OTO appointments, leveraging on VIP room, visual merchandising, product and hospitality guidelines.
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