Hermès Senior Customer Experience Executive

Hong Kong • China

Thursday, January 2, 2025

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.

1. Assist in the planning and execution of a comprehensive omnichannel customer experience strategy to create a 360-degree joyful customer journey.
2. Organize and manage store animations and activities, including VIP trips and customer events.
3. Coordinate and implement actions for improvement based on Service Excellence surveys, customer feedback, and service issues.
4. Support the implementation and follow-up of service enhancement projects.
5. Collaborate with store teams to propose and support customer experience action plans.
6. Prepare reports, track service performance, and provide insights and suggestions.
7. Support budget preparation and monitoring, including invoice follow-up and expense verification.
8. Manage customer gifting, including order placement and inventory monitoring of non-merchandise items such as uniforms.
9. Provide administrative and operational support to the department.
10. Assist with ad-hoc projects and tasks as needed.
11. Adapt and deploy global or local initiatives to enhance customer surprise through new services, deliveries, payment solutions, and personalization.
12. Work closely with CRM to leverage customer segmentation for achieving customer experience objectives.
13. Translate CRM strategies into actionable customer experience plans to recruit, engage, and retain customers for long-term loyalty.
14. Partner with CRC to refine the standard omni customer journey and ensure professional and consistent customer communications.

1. University graduate in a related discipline.
2. 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.

1. Client-centric attitude with a passion for service excellence.
2. Excellent communication skills and a team player attitude.
3. Well-organized, creative, and a good problem solver with execution excellence.
4. Self-motivated, positive, with a strong sense of ownership and accountability.
5. Proficiency in Microsoft Office, particularly Excel and PowerPoint.
6. 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.