Hermès Client Experience Manager

Hermès Sellier is the retail arm of the Hermès luxury house, renowned for its artisanal expertise in leather goods, silk, ready-to-wear and accessories. As an employer, Hermès places a premium on craftsmanship, impeccable client service and long-term talent development within a highly curated retail network.

1. Own and elevate the in-store client experience across all touchpoints, ensuring an exemplary, personalised welcome for French and international clientele.
2. Lead and coordinate the sales floor in collaboration with the store leadership team, managing customer flows and complex situations (high footfall, disputes, VIP visits).
3. Drive clienteling activities: oversee client data collection and analysis, validate invitation lists for events, and ensure robust pre/during/post event follow-up.
4. Coach, develop and animate the sales team through field training, regular feedback, development reviews and performance routines.
5. Qualify client visit motivations and allocate clients to sellers according to profile and need; manage appointment scheduling in line with store activity.
6. Implement and sustain loyalty and client retention tools, share customer feedback and KPIs, and translate insights into store-level action plans.
7. Represent and communicate service standards, lead experience-focused briefs and actively participate in cross‑store projects and meetings.

1. Minimum 3 years of customer-facing experience, preferably within luxury retail or high-end hospitality.
2. Proven ability to lead, coach and develop a sales team while maintaining high standards of conduct and presentation.
3. Excellent service orientation with strong interpersonal presence, assertiveness and autonomy on the sales floor.
4. Analytical capability to synthesise customer feedback and formulate clear recommendations.
5. Familiarity with international protocols and luxury client expectations; ability to deliver emotional, memorable experiences.
6. Fluent English; additional languages are an asset.

1. Clienteling and client data management
2. Customer appointment management
3. VIP protocol and concierge service
4. Team coaching and field training
5. Conflict resolution and complaint handling
6. Performance monitoring and KPI-driven improvement

Minimum 3 years in a client-facing role with hands-on experience in luxury retail or high-end hospitality; prior supervisory or team-lead experience is expected.

Higher education in business, hospitality, retail management or equivalent; professional training in luxury retail or client service is a plus.

Hermès cultivates an artisanal, client‑centric workplace where meticulous attention to detail and respect for craft are core values. The retail environment emphasises professional development, collaborative teamwork and high standards of presentation and service.