Hermès Senior Manager, Client Relations Center

Office-Corporate NY (95)

Saturday, January 11, 2025

Hermès is a French, family-owned, and independent luxury brand established in 1837. Known for creating high-quality products, Hermès employs nearly 20,000 people worldwide. The company values entrepreneurship, responsibility, and the transmission of exceptional craftsmanship, with a strong territorial presence and respect for people and nature. Hermès collections are available in over 300 stores globally.

1. Lead, coach, and develop CRC Managers, Supervisors, and Coordinators to meet operational goals and maintain Hermès’ high service standards.
2. Oversee team productivity by conducting quality assurance reviews and ensuring timely resolution of client inquiries and escalations.
3. Support hiring efforts, build a robust talent pipeline, and ensure proper staffing to meet business needs.
4. Spearhead ongoing team training and development programs to enhance skills, leadership capabilities, and service delivery.
5. Conduct regular performance reviews and provide actionable feedback to improve team efficiency and individual growth.
6. Ensure all client requests are managed promptly and in alignment with Hermès’ service standards.
7. Handle escalated client cases and collaborate with store and eCommerce teams to deliver seamless omnichannel experiences.
8. Implement and maintain knowledge of product policies, procedures, and best practices to continuously improve client satisfaction.
9. Collaborate with the Director to analyze key metrics, set team performance targets, and develop strategies to meet or exceed goals.
10. Manage team scheduling, ensuring coverage during high-demand periods.
11. Provide support for CRC operations, including vendor relations, supplies management, and reporting.

1. 7-10 years of experience in a call center or customer service environment, with demonstrated success in management roles.
2. Proven ability to lead and inspire teams, manage escalations, and deliver exceptional customer service.
3. Strong analytical and problem-solving skills with experience in setting and achieving KPIs.
4. Excellent communication skills (written and verbal) with the ability to multitask in a fast-paced environment.
5. Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
6. Flexibility to work during peak business periods, including extended hours and weekends as needed.
7. Experience in luxury retail or customer service is preferred; knowledge of French is a plus.

7-10 years of experience in a call center or customer service environment, with demonstrated success in management roles.

The annual salary range for this position is $92,393 - $112,295. Actual rates are determined based on the job, location, and individual experience.

Reasonable accommodations provided to qualified individuals with disabilities, in accordance with applicable laws.

Hermès of Paris is committed to diversity, inclusion, and family values, fostering a workplace where individuals can thrive and feel comfortable being their authentic selves. The company is an equal opportunity employer, ensuring recruitment and employment practices are free from discrimination.