GUCCI Head of Global Client Experience

Summary
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.

The Head of Client Experience plays a key strategic role in designing and delivering exceptional client activations for all client segments.. This role is responsible for defining the format of client activations — in-store and off-site — aligned with the global brand, client, and commercial calendars. The position leads the end-to-end project management of activations, coordinating external partners and internal stakeholders, and ensures the seamless execution of high-end events, client dinners, retail activations, and key festivities. By developing and sharing clear guidelines with regional teams, managing a dedicated budget, and leveraging both qualitative and quantitative insights, the Head of Client Experience continuously elevates the impact and relevance of Gucci client activations worldwide.

Job Description
Key Accountabilities

• Develop and execute a high-impact yearly calendar of client activations based on fashion institutional moments, brand moments, high-end collections, key commercial moments, and other opportunities.

• Develop a menu of experiences for top client segments.

• Coordinate, improve, and promote the institutional client experiences available in Gucci historic locations and through the Kering Group network Define if other types of experiences can be added to the menu

• Develop the standard guidelines for regional high-end events, in partnership with Visual Merchandising, for in-store and off-site events o Set-up a strong project management approach to guide regions in preparing and executing the high-end events according to the brand standards

• Drive the project team to excellence, by enriching the client experience with unique moments

• Ensure a standard framework is followed with finance, to guarantee ROI

• Develop the international client experiences for top clients (fashion show, Festival de Cannes)

• Define the client experience, always striving for the highest levels of quality, uniqueness and differentiation

• Partner with retail to ensure the hosting city can maximise business opportunities during

the client experience

• Manage the global budget and coordinate with regional teams on local budget

allocations, ensuring cost-efficiency, alignment with strategic objectives, and a

consistent client experience across all markets.

• Develop innovative, engaging and cost-effective formats for the in-store activations

• Update the menu of activations with relevant formats of activations

• Provide clear and actionable guidelines to the regions, to facilitate excellence in execution

• Prepare briefs for external agencies, including client target and business objectives of each activation

• Work closely with global and regional counterparts and external partners

• For all type of activations, develop and effectively share guidelines that align with the global brand strategy to ensure seamless execution of each client activation. Provide concrete and actionable feedback when guidelines are not respected

• Deliver strategic reporting on each activation, synthesizing qualitative insights and quantitative results to identify key successes, areas for improvement, and actionable recommendations for the leadership team, with the goal of continuously enhancing client satisfaction and experience excellence.

• Explore new agencies and concepts in alignment with the global brand guidelines and strategy.

• Stay informed about industry trends and competitor activations

Requirements

• 10 years' experience in client experience or client event production roles in the luxury industry

• High understanding of the retail dynamics and constraints; capacity to blend creativity and reality of execution

• Highly effective project management and problem-solving skills; proven track record in delivering high-impact projects with high-quality standards

• Proven experience in leading and managing cross-functional teams, with strong interpersonal and people development skills

• Proven experience in managing and delivering actionable outputs with external agencies

• Excellent communication skills, written and spoken, with a variety of stakeholders; presentation skills, including presentations to top management

• Proven negotiation and budget management skills

• Excellent analytical skills

• Client relationship management, client-facing capabilities

• Ability to build and maintain strong relationships, internally and externally, at all levels of the organsation

• Self-motivated, curious, pragmatic, accountable, driven by results, flexible

• Fluent in English, basic understanding of Italian at minimum

• Mastery of Excel, PowerPoint, and Word

• International experience is a plus

Gucci is made up of diverse, talented, and unique people. You are invited to come and show us the Dream-maker you are. Gucci is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, disability, race, ethnicity, nationality, culture, religious beliefs, and sexual orientation – enriches the workplace. It allows people to express their talent individually and collectively and helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background. 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's experience.

Job Type
Regular

Start Date

Schedule
Full time

Organization
Guccio Gucci S.p.A.