Hermès

Senior Customer Experience Executive

Hermès is a French, family-owned, and independent company established in 1837, employing nearly 20,000 people worldwide. Known for creating, crafting, and selling high-quality objects, Hermès is driven by a continuous entrepreneurial spirit and a commitment to excellence. The company fosters individual freedom and autonomy through responsible management, while maintaining a strong territorial presence and respect for people and nature. Hermès' creativity is fueled by fifteen artisanal métiers, with collections available in over 300 stores globally.

1. Assist in planning and executing the customer experience omnichannel strategy to create a comprehensive customer experience.
2. Organize store animations and activities, such as VIP trips and customer events.
3. Coordinate and follow up on improvement actions through Service Excellence surveys, customer feedback, and service issues.
4. Support the implementation and follow-up of service enhancement projects.
5. Collaborate with the store team to propose and support the store customer experience action plan.
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 and monitor non-merchandise orders and inventory.
9. Provide administrative and operational support to the department.
10. Assist with other ad-hoc projects and tasks.
11. Adapt and deploy global or local initiatives to enhance customer experiences through new services and personalization.
12. Work closely with CRM to use customer segmentation effectively.
13. Translate CRM strategies into actionable customer experience initiatives.
14. Partner with CRC to refine the standard omni customer journey and ensure consistent customer communications.

1. University graduate in related disciplines

1. Client-centric attitude with a passion for service excellence
2. Excellent communication skills with a team player attitude
3. Well-organized, creative, and good problem-solving skills
4. Self-motivated, positive, with a strong sense of ownership and accountability
5. Proficiency in Microsoft Office (Excel and PowerPoint)
6. Excellent command of both written and spoken English and Chinese
7. Fluency in Mandarin; French is a plus

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.

University graduate in related disciplines

The position is located in Hong Kong at 43/F Lee Garden One. Hermès values a responsible management style that fosters individual freedom and autonomy, with a strong commitment to excellence and creativity.