Influential, innovative and progressive, Gucci is reinventing a wholly modern approach to fashion. Under the new vision of creative director Alessandro Michele, the House has redefined luxury for the 21st century, further reinforcing its position as one of the world's most desirable fashion houses. Eclectic, contemporary, romantic--Gucci products represent the pinnacle of Italian craftsmanship and are unsurpassed for their quality and attention to detail.. Gucci is part of the Kering Group, a world leader in apparel and accessories that owns a portfolio of powerful luxury and sport and lifestyle brands.. Job Description. Role Mission. The eCommerce Director of Operations ensures that the client journey - from the product selection through to purchase, delivery and post purchase servicing - is designed and executed to achieve eCommerce excellence goals and exceed the expectations of our luxury clients. These journeys take into account the client segment and the client's intent. Ultimately, the goal is to personalize journeys at the individual level. This individual acts as the cross-functional project lead for key strategic initiatives for the Vice President/General Manager of eCommerce for North America, and provides support on a range of ad hoc initiatives and analysis. They will also lead the requirements definition and/or implementation of strategic digital initiatives in North America that support the vision. This role will interface with a wide range of departments and functions. Key initiatives will often be in alignment with the Worldwide Digital team roadmap and include projects identified at the regional level to support business needs. Able to think and plan strategically for the longer term, operationally deliver pragmatic solutions in the short- term and act as an enthusiastic business partner.. Key Accountabilities. Supporting strategic initiatives of Omni-channel client journeys - whether to reserve item in store or to fulfill a Gucci.com order placed in store;. Strong working partnerships with CRM, Client Services, Warehouse/Logistics and Retail Operations to co-create an elevated luxury experience;. Ensuring that all client promises are met;. Strong collaboration with Worldwide Digital in aligning on the Gucci.com roadmap; Identifying gap areas;. Setting ecommerce excellence targets and ensuring that all relevant service level agreements (SLAs) are in place;. Track performance, identify improvement areas, and communicate with service providers;. Reduce chargebacks through effective fraud management and post purchase servicing;. Map out and understand in detail the end-to-end client journey and the associated metrics and KPIs for each stage; identifying any client friction points and finding ways to solve them;. Develop business cases as needed for new strategic initiatives that deliver revenue growth and/or client-centric experiences, securing buy-in from regional leadership team;. Lead and/or support the implementation of strategic initiatives that may include expanding omni-channel offerings, further improving Gucci's client-centric business model, improving selected warehouse operations related to eCommerce, launching new functionality and site enhancements that touch operations, and helping to define and prioritize the North American project roadmap; such initiatives may be built from the concept phase and include requirements definition all the way to implementation;. Collaborate with stakeholders within eCommerce and at the regional and Worldwide level;. Work with Worldwide IT and project managers on execution. Responsibilities include:. Project scoping and definition;. Define business requirement for approved initiatives;. Follow a standardized product development process; create and manage a cross-functional project plan (if required); milestones and deliverables across all phases: Business Case/Concept Development, Feasibility, Design, Build, Launch, Post-Implementation Review;. Work with functional leads - marketing, merchandising, operations, finance, legal, IT, etc. - to drive deliverables and meet milestones;. Resolve cross-functional issues/discrepancies. Make prioritization decisions;. Report project progress to Stakeholder group. Identify risks and escalate when necessary;. Monitor post-launch results vs. business case;. Manage project's budget, if local;. Monitor business KPIs to identify potential initiatives that can improve key KPIs like Net Sales, Conversion and Net-Down Ratio;. Monitor industry developments in the luxury space as well as best practice, \"disruptive\" online businesses;. Develop deep understanding of evolving client behaviors and how this changes expectations of luxury service and offerings;. Act as a leader on the Gucci America eCommerce team to help provide leverage to the Vice President/General Manager eCommerce.. Key Requirements. 7-10+ years' experience across one or more of the following types of roles: management consulting, strategic marketing and/or e-commerce business / marketing;. Be a strategic thinker with excellent problem-solving skills and the ability to understand and make sense of a variety of different data types and input;. Ability to articulate the eCommerce vision and set the foundation for achieving it;. Identify gaps and develop business case for new solutions;. Strong eCommerce operational experience with the ability to re-imagine new ways to improve upon the client promise;. Must be detail-oriented and able to manage multiple tasks simultaneously;. eCommerce Director level experience with a large-scale on-line retailer preferred;. Maintain a start-up mentality to move the business forward; this means being resourceful, collaborative and a creative solution-seeker;. Work across a diverse group of stakeholders in a range of different departments and roles to drive towards a shared solution / outcome;. Proven leadership and influencing skills;. The ability to define functional requirements, reflecting a deep understanding of how an ecommerce business operates;. Manage the project, resources and budget;. Excellent communication skills: ability to clearly articulate to a wide audience the operational dynamics of the business, develop a case for new tools and initiatives, document clear business requirements and project status;. Proficient in Excel, MS Project, Word and PowerPoint;. Assistant in preparation of key presentations on a monthly and ad hoc basis. An MBA degree a plus; Associated topics: design, develop, electric, electrical, electrical engineer, electronic, engineer, plc, power, systems
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