Hermès Aftercare Ambassador
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 9, 2026
About Hermès
Hermès is an independent haute‑luxe maison renowned for artisanal leather goods, craftsmanship and timeless design. Hermès (GB) Ltd operates the brand's Maison locations in the UK, combining rigorous attention to product quality with a client‑centric retail experience and extensive training for in‑store teams.
Hermès — Aftercare Ambassador in London (Bond Street): manage client repairs, coordinate craft workshops and deliver exceptional after‑sales service.
Role & Responsibilities
- Receive and welcome clients in the After Sales area; assess customer‑owned merchandise (COM) across all métiers (Fashion, Leather, Watchmaking & Jewellery).
- Diagnose product condition, identify viable repair solutions within Hermès guidelines and communicate lead times, costs and procedures to clients.
- Complete and maintain accurate COM repair documentation and photographs; log and track repairs using Excel and the house After Sales systems.
- Coordinate logistics with in‑house craft workshops in Paris, local craftsmen and external vendors; follow up to ensure timely progress and quality of repairs.
- Inspect returned items to ensure repairs meet standards, prepare items for client collection and process repair transactions at POS.
- Act as the liaison between clients, sales colleagues, craftshops and Paris After Sales; provide proactive status updates by phone or email according to client preference.
- Support the sales team by directing clients to aftercare services and delivering product training and knowledge sharing internally.
- Maintain store and aftercare standards, actively participate in store communications and split time between back‑office and front‑of‑house presence (approximately 50/50).
Qualifications
- Proven aftercare/after‑sales experience in a luxury, manufacturing or technical product environment.
- Demonstrable client services experience with a track record of proactive problem solving and solution delivery for repairs.
- Strong product and materials knowledge to assess luxury goods and advise on appropriate repair options.
- Administrative accuracy with experience completing repair forms, logging records and maintaining tracking systems.
- Excellent verbal and written communication skills; ability to liaise effectively with clients, craftsmen and internal stakeholders.
- Organised, flexible and able to perform calmly under pressure while maintaining exemplary presentation and procedural standards.
Skills
Experience
Previous hands‑on experience in aftercare or after‑sales within the luxury goods, manufacturing or technical product sectors; demonstrable history handling repair diagnostics, client escalation and end‑to‑end repair coordination.
Education
High school diploma or equivalent; vocational training or certification in retail, customer service or product care is desirable.
Workplace
The successful candidate will be located in London, England, UK.
Culture
Hermès cultivates a culture of meticulous craftsmanship, discretion and long‑term client relationships. Colleagues are expected to deliver elevated service, share technical knowledge across teams and uphold rigorous standards of presentation and conduct within flagship Maisons such as Bond Street.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «After‑Sales Ambassador», «Aftercare Specialist», «Repairs Coordinator», «Client Aftercare Advisor», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.