Role Mission Reporting to the Team Manager, the Assistant Team Manager will be responsible to support the Team Manager in the successful development of a high performing Client Services team, consistently delivering exceptional service and exceeding our clients expectations.
The successful candidate will also be responsible for day-to-day supervision of the team including creation and maintanance of team planning / rostering, match to traffic, skill management, training, coaching and follow up.
The Assistant Team Manager must be familiar with all aspects of the manager’s position including hiring and onboardig processes and people development.
In this position, He / She will ensure the team complete and understand all necessary training and development programs and are confident in their ability to deliver an exceptional service to our clients.
The Assistant Team Manager will also be first point of contact with clients to resolve complex cases such as client complaints and concerns. Key Responsabilities
Recognise talent and select advisors for specific positions / responsibilities
Deliver training and provide professional development plans
Follow up and evaluate advisor performance
Have a clear understanding of business needs regarding team planning / roster
Manage and execute plans to ensure customer experience, efficiency, service level, process adherence and sales targets are met
Monitor performance and influence the Client Services Team to achieve targets / service levels
Recognise and reward high performance, ensuring that drivers are understood and shared
Actively lead and / or contribute to projects and initiatives as required by the business
Coach and assess Client Services Asociates to deliver a best in class customer experience
Effectively performance manage the Client Services team to identify, address and monitor improvements in their skills and behaviour opportunity areas, but also to inspire them to adopt the same approaches with their team members
Use management information, observation, assessment and qualitative customer feedback to identify team strengths and opportunities
Confidently lead and / or participate in Team training sessions, evaluating their effectiveness and impact
Ensure that knowledge, techniques and insight imparted through training are reflected in both team and individual performance
Min 5 years experience in a Client Services or Retail / Hospitality environment
Demonstrated leadership and people management / supervisory and coaching skills with the ability to lead and motivate large team
Very good knowledge of fashion / luxury retail business and good understanding of the digital environment
Display strong communication, interpersonal and decision making skills
Team player with excellent client service skills
Be well organized and have the ability to converse with people of diverse backgrounds and cultures
Creative, enthusiastic ambassador for the Gucci brand and products with a drive to succeed
Methodical, efficient and able to multi-task with solid organizational and time-management skills
Be fully conversant with Gucci’s retail and digital presence, current advertising and marketing campaigns and new product launches / promotions
Be fully conversant with business procedures for both Retail Stores and Client Service
Be able to brief, guide and advise team members on these and other topics as required
Fluent in French and English
Job Number : 000KOS