Manager Of Client Engagement

Role MissionThe Manager of Client Engagement, Canada, 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 Manager of Client Engagement, Canada will coordinate the partnerships with Store Directors, retail leadership and corporate client engagement teams ensuring synergy and collaboration.
Key AccountabilitiesClient Development – 50%
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 the General Manager, Canada 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 touristdevelopment programs to engage and cultivate key local and international tourist groups during peak seasonal shopping periods.
Client Relations – 25%
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.
Client Events – 25%
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.
Key Requirements
Bachelor’s degree preferred;
3+ years of management experience in Retail, Marketing and/or Special Events, Hospitality or Consulting;
Proven abilityin 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, Siebel, Acxiom etc.;
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 up to 60% of the time.
Work Authorization
Qualified candidates must have the proper work authorization to work in Canada
AccessibilityOur Gucci community is committed to providing a culture of inclusivity and accessibility in all aspects of the employee life cycle – starting with the candidate experience. If you are interested in becoming a Gucci Dream-maker and applying for employment and require a reasonable accommodation to assist with any part of the application and/or interview process, please contact us by email at View email address on ca.hrm.tc.
When contacting us, please provide your contact information, the role you have applied to, and the nature of your accessibility issue. Please only send inquiries concerning requests for reasonable accommodations.
Salary Range – OntarioFor individuals assigned and/or hired to work in Ontario, GUCCI includes a reasonable estimate of the salary or hourly rate range for this role. This takes into account the wide range of factors that are considered in making compensation decisions;
including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. In addition, where a candidate falls within the disclosed range estimate may be dependent on the applicable geographic differential associated with the location in which the position may be filled.
A reasonable estimate of the current base salary range is $78,000 CAD/year to $87,000 CAD/year.
Additional compensation may include commissions for eligible employees, subject to any then in-effect commission program. Eligible employees may also participate in an employee benefits program as well as other incentive program(s), subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
Artificial Intelligence (AI) DisclosureThis recruitment process may use artificial intelligence tools to help review resumes and identify potential matches. All hiring decisions are made by our recruitment team and/or hiring manager.
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