Gucci Store Director - Holt Renfrew Vancouver

If you are 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.

Role Mission

As the Lead Client Advisor, you are the Gucci brand ambassador responsible for achieving sales objectives by deepening client connections to Gucci by providing every client with best-in-class service, an elevated and unique experience, and strong client relationships.

You aspire to become a reference and expert on certain product categories or to step into the sphere of store leadership by supporting on certain activities related to management and store functions.

Through the Eyes of the Client: You provide (even more) elevated service (Product or Practical).

Key Accountabilities

Client Journey

• Proactively engage and establish strong relationships with clients, making the client feel valued and at ease from the first point of contact by offering best-in-class service be it in- store or remotely.
• Deliver a personalized, client-centric experience, fostering strong and lasting relationships to drive repeat business and enhance brand loyalty.
• Build rapport with clients by discovering their needs and aspirations, creating connections and bonds, and demonstrating generosity and the desire to exceed their expectations.
• Develop client base by recruiting new clients and developing existing ones.
• Leverage in-store technology to ensure every client’s experience is smooth, pleasant, and relevant.
• Collect meaningful client information throughout the client journey to understand their preferences to customize the service provided to them.
• Create and add value to the client’s experience by providing them with useful insights on local lifestyle trends (Theater, arts, travel, etc.…).

Sales Excellence

• Drive individual and collective sales results through monitoring KPIs and maximizing selling opportunities in-store and remotely.
• Provide exceptional client experience, focusing on hospitality and elevation through selling skills, luxury gestures, and product rituals.
• Use effective selling techniques in a natural, warm, and elevated manner to drive sales and a client-centric attitude.
• Select the right products matched to client needs and benefits and effectively use cross and upselling techniques.
• Proactively promote virtual appointments and distance sales by seeking to recruit clients to create selling opportunities.
• Maintain a “One-Gucci-Client” perspective regardless of purchase location, on exchange, returns, repairs, and other such transactions that are critical to a positive client experience.
• Guide and inspire the client to make the best possible decision to buy the right product.
• Foster open and constructive communication with team members, always being collaborative and proposing effective solutions.
• Assist, as the first point of contact, in resolving common client issues and needs.

Brand & Product

• Using knowledge of Gucci and our products, engage with clients using storytelling, expert product knowledge, and honest styling advice to assist them in making informed purchasing decisions.
• Proactively attend trainings to gain insights on product knowledge.
• Ensure to be up to date on fashion trends and competitors (products, campaigns, services, etc.) and clients’ segmentation to produce the best possible solutions for our clients.
• Combines styling knowledge with the ability to offer products to best serve the client.
• Embody Gucci's philosophy, values, and lifestyle with an enthusiastic attitude.
• Ensure a consistent and branded onboarding experience for Client Advisors and facilitate training in collaboration with store management to ensure brand initiatives are understood (in case of a needed support on this management function).

Operational Excellence

• Actively participate in all store operations such as stock maintenance, stock inventories, and general store administration activities.
• Adhere to all policies and procedures with a focus on loss prevention and operational excellence.
• Accurately process all POS transactions and ensure accurate capture of client information.
• Contribute to upholding the visual display of all products following Gucci visual standards.
• Follow Company grooming at all times and according to Gucci standards and policies.
• Ensure optimal levels of products on the sales floor in line with corporate policies and procedures.
• Manage general store administration and functionality.
• Perform management functions at the POS, inclusive of approval of client returns and exchanges (in case of a needed support on this management function).
• Able to perform opening and closing procedures, inclusive of securing of assets such as safe combinations and keys to store (in case of a needed support on this management function).

Key Requirements

• 4+ years of luxury fashion sales experience and excellent track record, preferably in a similar role or customer service setting.
• Passion and natural interest in relationship building and people engagement.
• High degree of ethics, professionalism, integrity, and ability to inspire trust and influence a team.
• Proven ability to perform certain complex tasks with accuracy and commitment.
• Proven ability to collaborate with teammates and function as a role model.
• Proven ability to drive and exceed individual and store results and build lasting relationships with customers and colleagues.
• Deep knowledge about and passion for fashion and luxury.
• Flexibility to work a retail schedule which will include evenings, weekends, and holidays.
• Excellent commercial awareness and client attitude.
• High flexibility and ability to adapt to different clients and complex situations.
• Strong communication skills, internally and externally.
• Ability to work in a fast-moving and dynamic environment.

Key Values for Ways of Working

Our values define who we are, what we stand for and how we act towards one another.  We consider these our commitment to develop a stronger organization:

We Are Inclusive

• We believe that diversity in thought, background and skills enhances our capacity to create, collaborate and problem solve.

We Are Respectful

• We believe that all people are worthy and deserving of being seen and heard, using kindness as the power to transform every room we walk into.

We Are Responsible

• We believe that personal and professional growth thrives at the intersection of thoughtfulness and accountability.

We Are Trustworthy             

• We believe that honesty, transparency, and integrity are the foundations for everything we do (essential to sustaining healthy, long-lasting relationships).

Key Behaviors to Amplify What We Do

Explore

Considerate Thinker

• Sees the big picture and understands how own actions and decisions impact others and the organization as a whole.

Solutions Developer

• Actively scans the environment for new approaches, blending different ideas to come with creative yet effective solutions.

Deliver

Accountable Achiever

• Actively gets things done, raising the bar for performance, and taking accountability for own actions.

Agile Advocate

• Driven by the sense of urgency, promotes change and takes smart risks in pursuit of goals.

Connect

Connection Builder

• Builds trust-based relationships across boundaries and encourages collaboration
• Adapts own style to communicate impactfully.

People Enabler

• Empowers others by providing autonomy and encouraging self-expression, valuing, and amplifying each person’s uniqueness.

Build

Continuous Learner

• Is self-aware, curious to learn and seeks feedback from others to continuously grow, always putting improvement over comfort.

Talent Builder

• Provides constructive and on-going feedback, coaches and helps others to achieve their full potential.

Work Authorization

• Qualified candidates must have the proper work authorization to work in Canada

Accessibility

Our 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 accessibility.americas@gucci.com.  

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.