Hermès Customer Experience Manager

Paris • France

Saturday, December 28, 2024

Hermès, a distinguished French maison established in 1837, is renowned for its craftsmanship, creativity, and commitment to quality. As a family-owned and independent entity, Hermès employs nearly 20,000 individuals globally. The brand is part of a larger conglomerate that emphasizes entrepreneurial spirit and responsible management, fostering autonomy and freedom among its workforce. Hermès is dedicated to preserving exceptional savoir-faire, deeply rooted in respect for people and nature, which is reflected in its artisanal métiers and collections available in over 300 stores worldwide.

1. Lead the European customer experience community, organizing exchanges and best practice platforms.
2. Develop and implement customer experience strategies across European subsidiaries.
3. Act as the liaison between European and Middle Eastern customer experience teams and the global group.
4. Coordinate the deployment of group initiatives in Europe and the Middle East.
5. Identify and address key issues, providing strategic solutions.
6. Define and manage the customer experience roadmap for Europe and the Middle East.
7. Oversee data management to ensure comprehensive insights into European customers.
8. Support subsidiaries in customer data management for events.
9. Deploy and support group tools for enhancing customer experience.
10. Facilitate omnichannel services in coordination with e-commerce and retail operations.
11. Identify opportunities for collaboration and value addition among subsidiaries.
12. Support communication efforts for European and international events.
13. Attend group events to enhance regional customer experiences.

1. Minimum of 8-10 years of experience in customer experience management or a related field.
2. Proven track record in managing customer experience strategies across multiple regions.

1. Expertise in customer experience management.
2. Experience with data CRM systems.
3. Strong client relationship skills.
4. Project management capabilities.
5. Analytical and strategic thinking.
6. Attention to detail and service orientation.
7. Leadership and vision-casting abilities.

A minimum of 8-10 years in customer experience management or a related field is required, with a proven track record in strategic implementation across multiple regions.

The position offers a comprehensive benefits package, including opportunities for professional growth within a prestigious global brand.

Hermès fosters a culture of creativity, independence, and respect for tradition. The company values entrepreneurial spirit and responsible management, encouraging autonomy and innovation among its employees. The workplace is characterized by a commitment to excellence and a deep respect for craftsmanship and sustainability.