Closed Applications No Longer Accepted
Nota Bene: This job opportunity at Hermès was available until Tuesday, February 11, 2025, but applications are no longer being accepted.
Hermès Senior Customer Experience Executive
Hermès, a revered French maison established in 1837, stands as a paragon of craftsmanship, creativity, and luxury. As a family-owned and independent entity, Hermès employs nearly 20,000 individuals globally, fostering an environment of entrepreneurial spirit and autonomy. The brand is renowned for its commitment to exceptional savoir-faire, with a robust presence in over 300 stores worldwide. Hermès Asia Pacific Limited, a vital arm of this illustrious house, continues to uphold these values, ensuring the brand's legacy of excellence and innovation.
- Assist in the planning and execution of a comprehensive omnichannel customer experience strategy to create a 360-degree joyful customer journey.
- Organize and manage store animations and activities, including VIP trips and customer events.
- Coordinate and implement actions for improvement based on Service Excellence surveys, customer feedback, and service issues.
- Support the implementation and follow-up of service enhancement projects.
- Collaborate with store teams to propose and support customer experience action plans.
- Prepare reports, track service performance, and provide insights and suggestions.
- Support budget preparation and monitoring, including invoice follow-up and expense verification.
- Manage customer gifting, including order placement and inventory monitoring of non-merchandise items such as uniforms.
- Provide administrative and operational support to the department.
- Assist with ad-hoc projects and tasks as needed.
- Adapt and deploy global or local initiatives to enhance customer surprise through new services, deliveries, payment solutions, and personalization.
- Work closely with CRM to leverage customer segmentation for achieving customer experience objectives.
- Translate CRM strategies into actionable customer experience plans to recruit, engage, and retain customers for long-term loyalty.
- Partner with CRC to refine the standard omni customer journey and ensure professional and consistent customer communications.
- University graduate in a related discipline.
- At least 5 years of experience in the luxury and/or retail industry, preferably in service and customer experience. Proven record in organizing VIP events is a plus.
- Client-centric attitude with a passion for service excellence.
- Excellent communication skills and a team player attitude.
- Well-organized, creative, and a good problem solver with execution excellence.
- Self-motivated, positive, with a strong sense of ownership and accountability.
- Proficiency in Microsoft Office, particularly Excel and PowerPoint.
- Excellent command of both written and spoken English and Chinese. Fluency in Mandarin is required. French is a plus.
Minimum of 5 years in the luxury and/or retail industry, with a focus on service and customer experience.
Bachelor's degree in a related field.
Competitive benefits package, including opportunities for professional development and growth within a prestigious global brand.
Hermès fosters a culture of creativity, autonomy, and responsibility, encouraging its employees to innovate while respecting the brand's storied heritage. The company values the transmission of exceptional savoir-faire and is committed to sustainable practices that honor both people and the environment.


Hermès Jobs
- TodaySan Francisco • USA
- TodaySan Francisco • USA
- TodayParis • France
- TodayParis • France
- TodayPalo Alto • USA
- TodayPalo Alto • USA
- TodayTopanga • USA
- TodayBeverly Hills • USA
- TodaySan Francisco • USA
- TodaySan Francisco • USA
Keep looking…
Use Cerulean's Luxury Job Search to find other open roles similar to this one:
Share
Share this job with your friends and colleagues: