Hermès Senior Customer Experience Executive

Hong Kong • China

Tuesday, February 11, 2025

Hermès, a prestigious French maison since 1837, is renowned for its craftsmanship, creativity, and commitment to quality. As a family-owned and independent company, Hermès employs nearly 20,000 individuals globally. The brand is part of a distinguished heritage, emphasizing responsible management and autonomy. Hermès is dedicated to preserving exceptional savoir-faire, with a strong territorial presence that respects both people and nature. The maison's creativity is fueled by fifteen artisanal métiers, with collections showcased in over 300 stores worldwide.

1. Assist in planning and executing the omnichannel customer experience strategy to create a comprehensive and joyful customer journey.
2. Organize store animations and activities, including 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 monitoring 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 and inventory of non-merchandise items such as uniforms.
9. Provide administrative and operational support to the department.
10. Assist with ad-hoc projects and tasks.
11. Adapt and deploy global or local initiatives to surprise customers with new services, deliveries, payment solutions, and personalization.
12. Work closely with CRM to utilize customer segmentation for achieving customer experience objectives.
13. Translate CRM strategies into actionable customer experience plans to recruit, engage, and retain customers.
14. Partner with CRC to refine the standard omni customer journey and ensure consistent customer communications.

1. University graduate in related disciplines.
2. At least 5 years of experience in the luxury and/or retail industry, preferably in service and customer experience.
3. Proven record in organizing VIP events is advantageous.

1. Client-centric attitude with a passion for service excellence.
2. Excellent communication skills and a team player attitude.
3. Well-organized, creative, and good problem-solving skills.
4. Self-motivated 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. French is a plus.

A minimum of 5 years of experience in the luxury or retail industry, with a focus on service and customer experience.

University graduate in related disciplines.

Comprehensive benefits package including health insurance, retirement plans, and employee discounts.

Hermès fosters a culture of creativity, autonomy, and respect for craftsmanship. The company values responsible management and encourages the freedom and independence of its employees. With a strong emphasis on sustainability and respect for nature, Hermès is committed to maintaining its heritage while innovating for the future.