GUCCI EMEA Retail Excellence Director

Key accountabilities

Strategy

• Define and lead Retail Excellence strategy and roadmap, aligned with global and regional priorities

• Guide cross-functional teams, ensuring strong execution and team development

• Act as advisor to leadership through data analysis and best practices

• Partner with global teams to localize and implement initiatives and tools

Store Structure & Process Optimization:

• Review store structures to align with global and local needs

• Identify efficiency gaps (front/back of house) and implement improvements

Retail Performance & Monitoring:

• Lead customer-centric performance initiatives (e.g. RED, NPS)

• Monitor KPIs, MTT, incentives, and commercial targets

• Deliver reporting, analysis, and actionable insights to drive performance

• Identify trends, risks, and opportunities to support field teams

Tools & Performance Management:

• Act as the regional expert for all tools and processes related to performance management (NPS, Mystery Shopping, BI4YOU dashboards, LUCE, Retail 360, Target Setting Tool, MTT, contests)

• Ensure adoption and proper usage across all retail roles

• Support onboarding and capability building on tools

Local Initiatives & Action Plans:

• Coordinate and support local performance initiatives and contests

• Review store action plans and measure results

• Ensure sustainability of initiatives impacting store teams

Retail Operations

• Oversee operational excellence across openings, remodels, relocations, and closures

• Ensure consistency, efficiency, and compliance in operations

• Manage non-merchandising flows (e.g. packaging, uniforms)

• Lead cross-functional operational projects and continuous improvement

Retail Training

• Ensure high-impact training delivery across formats

• Monitor effectiveness and address capability gaps

• Promote a strong learning culture and career development

• Lead localization and deployment of global training programs

• Ensure consistent execution of Gucci Selling Ceremony and client experience standards

Product Care & Aftersales:

• Direct all regional Product Care and Aftersales operations, including service processes, spare parts logistics, and client follow-up

• Ensure compliance with quality, service, and brand standards, in partnership with Global Product Care teams.

• Improve service efficiency, client satisfaction, and profitability

• Position aftersales as a key driver of client loyalty

Cross-Functional Collaboration

• Act as main contact for retail topics across corporate functions

• Coordinate communication flow towards stores

Special Projects

• Support key initiatives (pop-ups, relocations, store openings) in partnership with Store Planning

Team Management

• Ensure effective team management by setting clear goals, providing regular feedback, supporting development, and fostering a collaborative and results-driven environment

Requirements

• Bachelor’s degree required in Business, Management, or related field; Master’s degree preferred

• Minimum 8-10 years of experience in retail operations, performance management, and training in a luxury or premium retail environment

• Proven hands-on experience in store environments, with a deep understanding of retail dynamics, client interaction, and operational execution

• Proven leadership experience with cross-functional teams in a matrixed, global organization

• Strong knowledge of retail KPIs, performance management tools, and operational processes

• Proven ability to create and execute successful retail excellence initiatives, yielding measurable results

• Sensitivity to the luxury fashion and the ability to grasp the uniqueness of our brand development requirements, needed for the achievement of the business objectives

• Excellent analytical and problem-solving skills

• Team player, who is self-motived and committed, with an ability to influence team members to be successful