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GUCCI Digital Operations & Services Senior Analyst

Closing date
16 Apr 2024

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Senior Manager
Full Time

Job Details

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.

Role Mission:

Reporting to the Global Digital Services & Operations Director, the Digital Operations & Services Senior Analyst liaises with the regional departments to ensure 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.
He/She provides support on a range of ad hoc initiatives and analyses leading the requirements definition and/or implementation of strategic digital initiatives that support the Gucci vision.

Key Responsibilities:
  • Develop and maintain robust, dynamic, and highly visual reports and KPI dashboards to answer key business questions on Operations and Services.
  • Regular connection with regional peers to share digital operations and services performances to deeply evaluate and solve any potential issue occurred.
  • Partner with key internal stakeholders to enhance existing reports and dashboards to facilitate automated business data collection and insights consolidation.
  • Provide data driven insights and identify strategical opportunities to improve business efficiency and assist on the regular monitoring of the desired results achievement.
  • Support on identifying and addressing operational and financial benefits/risks related to specific digital operations and services strategic initiatives.
  • Support, in partnership with the Global Digital team, the development of service proposition (delivery options, returns, added value services) and the establishment of standardized measurements to be used across all regions.
  • Coordinate in close link with each regional digital operations and services team the enhancement and the evolution of our core service proposition in outbound and inbound to offer a seamless and channel agnostic customer experience.
  • Regular monitoring of Gucci Client Facing Tool (NPS, CSAT, Survey, …) used to collect customer feedbacks and generate insights to evolve and elevate digital operations and services offer.
  • Strong working partnerships with Global performance team, regional and global Client Services, Global Retail Operations to co-create an elevated luxury experience.
  • Benchmark service proposition in competitive websites and prepare efficient document with the purpose of creating efficiency and best-in-class customer journeys to be implemented/developed.

Key Requirements:
  • A bachelor's or advanced degree in a relevant field (e.g., finance, business, economics, statistics, computer science).
  • At least 5 years of relevant work experience.
  • Strong analytical and critical thinking skills.
  • Ability to analyze complex data sets and draw meaningful conclusions.
  • Proven track record in similar analytical roles, demonstrating increasing levels of responsibility and expertise.
  • Proficiency in relevant software and tools (e.g., Excel, SQL, statistical software).
  • Familiarity with data visualization tools (e.g., Tableau, Power BI, RDM, BI4U, NPS).
  • Deep understanding of the digital industry or sector in which the organization operates.
  • Excellent written and verbal communication skills, as well as proven ability to present complex data and insights in a clear and understandable manner.
  • Strong problem-solving abilities and the capability to develop innovative solutions.
  • Experience in identifying and addressing business challenges.
  • High level of attention to detail to ensure accuracy in analysis and reporting.
  • Flexibility and adaptability to navigate changing priorities and requirements.
  • Ability to adapt to different environments and be open-minded.
  • Ability to interact with different cultures in a successful way.

Gucci is committed to building a diverse workforce. We believe diversity in all its forms - gender, age, disability, nationality, culture, religious beliefs and sexual orientation - enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it 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.


Founded in Florence, Italy in 1921, Gucci is one of the world’s leading luxury brands. Following the House’s centenary, Gucci forges ahead continuing to redefine fashion and luxury 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.


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