GUCCI EMEA Retail Excellence Director

SummaryFounded in Florence, Italy, in 1921, Gucci is one of the world’s leading luxury brands. Under the leadership of President and CEO Francesca Bellettini and the artistic direction of Demna, the House continues to redefine luxury and fashion while celebrating creativity, Italian craftsmanship, and innovation. Gucci is part of the global luxury group Kering, which manages renowned Houses in fashion, leather goods, jewelry, and eyewear.As GUCCI EMEA Retail Excellence Director you will be a strategic leader responsible for elevating the retail experience and driving excellence across all customer touchpoints. The role oversees key retail support functions—Retail Performance, Operations, Training, Product Care & Aftersales, and Store Optimization—ensuring alignment with global strategy while adapting to regional needs.The position drives client experience, operational excellence, and commercial results, acting as a partner to retail and corporate teams. It ensures brand consistency, strengthens store capabilities, and supports decision-making through KPIs and insights, while leading cross-functional initiatives to improve performance and efficiency.In collaboration with Regional Retail Leadership, the role leads a high-performing team to deliver scalable initiatives that enhance store results, service standards, and talent development.Job DescriptionKey accountabilitiesStrategyDefine and lead Retail Excellence strategy and roadmap, aligned with global and regional prioritiesGuide cross-functional teams, ensuring strong execution and team developmentAct as advisor to leadership through data analysis and best practicesPartner with global teams to localize and implement initiatives and toolsStore Structure & Process OptimizationReview store structures to align with global and local needsIdentify efficiency gaps (front/back of house) and implement improvementsRetail Performance & MonitoringLead customer-centric performance initiatives (e.g. RED, NPS)Monitor KPIs, MTT, incentives, and commercial targetsDeliver reporting, analysis, and actionable insights to drive performanceIdentify trends, risks, and opportunities to support field teamsTools & Performance ManagementAct 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 rolesSupport onboarding and capability building on toolsLocal Initiatives & Action PlansCoordinate and support local performance initiatives and contestsReview store action plans and measure resultsEnsure sustainability of initiatives impacting store teamsRetail OperationsOversee operational excellence across openings, remodels, relocations, and closuresEnsure consistency, efficiency, and compliance in operationsManage non-merchandising flows (e.g. packaging, uniforms)Lead cross-functional operational projects and continuous improvementRetail TrainingEnsure high-impact training delivery across formatsMonitor effectiveness and address capability gapsPromote a strong learning culture and career developmentLead localization and deployment of global training programsEnsure consistent execution of Gucci Selling Ceremony and client experience standardsProduct Care & AftersalesDirect all regional Product Care and Aftersales operations, including service processes, spare parts logistics, and client follow-upEnsure compliance with quality, service, and brand standards, in partnership with Global Product Care teams.Improve service efficiency, client satisfaction, and profitabilityPosition aftersales as a key driver of client loyaltyCross-Functional CollaborationAct as main contact for retail topics across corporate functionsCoordinate communication flow towards storesSpecial ProjectsSupport key initiatives (pop-ups, relocations, store openings) in partnership with Store PlanningTeam ManagementEnsure effective team management by setting clear goals, providing regular feedback, supporting development, and fostering a collaborative and results-driven environmentRequirementsBachelor’s degree required in Business, Management, or related field; Master’s degree preferredMinimum 8-10 years of experience in retail operations, performance management, and training in a luxury or premium retail environmentProven hands-on experience in store environments, with a deep understanding of retail dynamics, client interaction, and operational executionProven leadership experience with cross-functional teams in a matrixed, global organizationStrong knowledge of retail KPIs, performance management tools, and operational processesProven ability to create and execute successful retail excellence initiatives, yielding measurable resultsSensitivity to the luxury fashion and the ability to grasp the uniqueness of our brand development requirements, needed for the achievement of the business objectivesExcellent analytical and problem-solving skillsTeam player, who is self-motived and committed, with an ability to influence team members to be successfulJob TypeRegularStart Date2026-07-01ScheduleFull timeOrganizationGuccio Gucci S.p.A.Department:Sales