Gracie Chaney

Background

About Gracie Chaney

In a career of over 15 years spanning the client relations, brand development, and store management functions at leading global luxury brands such as Gucci, LVMH (Louis Vuitton, Celine), and Michael Kors, I have acquired extensive experience in executing regional and national client engagement strategies supported by data-driven client service action plans, training content, customer value propositions, and client segmentation. My strong analytical, problem-solving, and relationship-building skills and my customer-first mindset have consistently enabled me to develop client-centric cultures across large retail networks while continuously improving client engagement strategies, processes, platforms, and training programs. Key Achievements: Drove the implementation of a customer-centric culture across Gucci’s entire West Coast retail network (30+ doors) and e-commerce channels by planning and executing 35+ innovative client engagement strategies and programs, resulting in: o 45% client segmentation growth (including 115% growth in top 3 tier client segmentations). o $500M+ in sales across 20+ product collections along with $30M+ revenue generation above target. Spearheaded the implementation of a comprehensive client strategy and product roadmap for the multiple Gucci product collections on the West Coast, resulting in each collection being sold out pre-release and securing top 3 global sales results. Directed the training and client development function within Celine’s West Coast organization, including implementing 15 programs and 20 leadership development seminars that drove 25% sales growth and 30% growth in client segmentation. Led the execution of data-driven action plans/programs (including 360+ corporate, regional, and store-level trainings) to deliver service excellence across Louis Vuitton’s 24-store West Coast region, resulting in 45%+ sales growth. Strategized and executed client engagement, client experience improvement, and customer service training initiatives at a newly opened Michael Kors concept store, resulting in 20% growth in conversions and 146% sales goal achievement.