Project Manager Global Client Services Department

Descrizione dell'offerta

Role Mission

Reporting to the Global Head of Client Services, the Project Manager will be responsible for the successful planning and implementation of one of the strategic project streams of the Global Client Services model deployment. The Global Client Services model is a transformational project to Client contact management (phone, email, chat, social media, etc…) aiming at delivering exceptional client experience across channels in an Omnichannel mindset.

This particular stream of the project consists in connecting all calls from Retail stores (500+) to the Client Services Regional structures. This project stream is key to ensure the successful enhancement of the Gucci client experience and services, and to further develop the Gucci brand, the business, client loyalty and Clienteling activities by pushing for the extra mile.

Through an effective project management approach and an efficient cross-functional and cross-Regional communication, this person will build the global and detailed project plan, plan resources and activities and ensure the successful delivery of the project in all Regions and in alignment with the Global Client Services Roadmap and Strategy.

One of the key to success will be the proper management and alignment of various departments – Retail as the main stakeholder, Ecommerce, IT, HR and Kering as other key stakeholders – and various Regions (Europe, Americas, Asia).

Key Responsabilities

· Act as a go-between Client Services and Retail to assist in the definition of project scope and objectives, involving all the relevant stakeholders and ensuring technical feasibility
· Build the detailed project plan at WW and Regional level, in an ambitious but realistic way, taking into consideration the Retail dependencies and specificities, as well as the status of the other streams of the Global Client Services project deployment
· Plan, organize, orchestrate and manage all the required activities to meet the project goals based on the full detailed project plan
· Anticipate any changes to the roadmap, particularly on the IT needs and requirements, and proactively resolve any issues with diplomacy
· Clearly identify the project team, at WW and Regional levels, and build strong and trustworthy relationships with them
· Coordinate internal and external project resources, acting as team leader and ensuring effective communication and collaboration within the team and suppliers for the flawless execution of activities
· Lead the planning and implementation of the pilots and thoroughly analyse their results, in order to support the definition of the global solution
· Participate to the definition of tools and processes to facilitate the communication between Client Services Associates and Retail Sales Associates – a key to success of the project stream
· Spend some time with the Client Services and store teams on the field to understand existing processes
· Organise regular meetings with key stakeholders to advance on the project plan and setup clear milestones
· Ensure the project meets targets, budgets and time-lines, with appropriate tools, reporting and evaluations
· Develop and deliver progress reports, proposals, requirements, documentation and presentations and finalize all project deliverables according to the timeline
· Prepare regular updates for WW and Regional Top Management teams and for Quarterly Steering Committees

Profilo richiesto

Qualifications :

Job requirements

·  Min 3 years' experience in managing the implementation of large-scale global projects (experience in a luxury retail project is a plus)
·  Knowledge of the fashion / luxury retail business, and understanding of the digital and ecommerce worlds
·  Ability to work in a multicultural environment (Europe, Asia and Americas) and used to travelling long distance
·  Pragmatic, proactive, able to show initiative and critical thinking; driven by results
·  Excellent decision-making and problem-solving skills
·  Excellent calendar management and time management capabilities; organised and flexible
·  Excellent communication skills, concise and precise speech, and ability to interact with Top Management positions
·  Strong interpersonal and leadership qualities
·  Enthusiastic advocate of the Gucci brand
·  Sensitivity to IT topics
·  Fluent in English
·  Perfect knowledge of Office (PPT, Excel, Word)