Hermès Client Relationship Specialist

Hermès is an independent French luxury house renowned for exceptional craftsmanship, artisanal savoir-faire and enduring product excellence. The London operation, Hermès (GB) Ltd, upholds the Maison's commitment to discrete, high-touch client service and curated experiences across leather goods, ready-to-wear and accessories.

1. Work closely with the Client Relationship Manager to cultivate, deepen and sustain relationships with existing and prospective VIP clients (VIC), delivering a highly refined, personalised service.
2. Manage the end-to-end client sales journey: schedule and host appointments, coordinate bespoke offerings during Buying Program events, and ensure welcoming, discreet in-store experiences.
3. Maintain meticulous organisation of client records and follow-ups; liaise with the Customer Experience Manager on CRM developments and initiatives.
4. Use digital engagement tools (notably WhatsApp) to communicate proactively and preserve the client's perception of the Maison.
5. Support the shop floor during intervals without appointments and collaborate with the Client Relationship Assistant and Concierge to create memorable client moments.
6. Demonstrate discretion and confidentiality when handling high-profile clients and sensitive product requests; adhere to K&B & C Wish policies.
7. Sell across all metiers, maintain comprehensive product knowledge, and represent Hermès values in every client interaction.
8. Resolve conflicts professionally and promptly, applying methodical problem-solving to protect client satisfaction and loyalty.

1. Proven track record in a Client Relationship Specialist or equivalent role servicing high-net-worth / VIP clientele (top-tier VIC).
2. Demonstrable excellence in luxury retail selling, with strong product knowledge across multiple categories.
3. Exceptional communication skills, including digital client communication (WhatsApp) and CRM usage.
4. Highly organised, reliable and able to work autonomously while contributing positively to a team.
5. Discretion and ability to manage confidential client information with professionalism.

1. WhatsApp
2. CRM
3. Excellent selling skills
4. Product knowledge across Hermès metiers
5. Appointment management
6. Conflict resolution and problem solving
7. Bespoke client service
8. Familiarity with the Buying Program
9. Adherence to K&B & C Wish policies

Proven experience in a client relationship role within luxury retail, specifically working with high-net-worth or VIP clients and delivering personalised, appointment-led service; no specific years prescribed.

High school diploma or equivalent required; further education in hospitality, retail, business or a related discipline preferred.

Hermès cultivates a culture of craftsmanship, refinement and discretion. The Maison prizes personalised client relationships, collegial teamwork, and a service ethos that prioritises excellence and respect for clients' privacy.