Hermès After‑Sales Executive

Overview

Hermès is an independent French maison renowned for its artisanal leather goods, ready‑to‑wear and accessories. Hermès Middle East operates the brand’s retail and client service operations across the region, delivering discreet luxury, meticulous service and close collaboration with ateliers and repair workshops.

Role & Responsibilities

• Greet and engage clients at point of contact; assess reasons for visit and ensure smooth handover to Sales Advisor or cashier where appropriate.
• Manage the day‑to‑day after‑sales (SAV) operations for the store, reporting to the Customer Service Manager.
• Own documentation and information flow for all after‑sales cases (H‑care files): open, update and close files to ensure timely client communication and accurate recordkeeping.
• Coordinate repairs, exchanges, returns and alterations with internal workrooms and external repairers (craftsmen, watchmakers, cobblers), and follow logistics for shipping defective stock to central workshops when required.
• Monitor incoming repair deliveries, notify clients when items are ready, and ensure immediate processing of returned goods.
• Maintain and organise the SAV room (receiving, collection) and ensure parcels and documentation for logistics are prepared correctly.
• Prioritise workload and escalate urgent cases; maintain accurate reporting and KPIs for the Customer Service Manager.
• Manage petty cash/expenses related to SAV when required and follow internal procedures for credits or supplier returns.
• Proactively follow up with clients via calls and messages to track progress and preserve the client relationship.
• Participate constructively in morning briefings and team meetings to improve processes and problem solving.

Qualifications

• Minimum 3 years' experience in after‑sales, customer service or retail operations; experience in luxury retail strongly preferred.
• Proven ability to liaise with internal teams and external repair workshops and logistics partners.
• High standards of accuracy in documentation and reporting; ability to prioritise and manage multiple cases concurrently.
• Professional communication skills with a client‑centric attitude and discretion handling high‑value goods.
• Ability to handle petty cash and follow basic financial procedures.

Skills

Experience

Minimum 3 years of relevant experience in after‑sales, customer care or retail operations, preferably within a luxury fashion or leather‑goods environment.

Education

High school diploma required; tertiary qualification in business, hospitality, retail management or a related discipline preferred.

Workplace

Culture

Hermès cultivates an environment that prizes craftsmanship, understated elegance and exceptional client care. The Middle East operation emphasizes teamwork, discretion and high standards of service, where cross‑functional collaboration with ateliers and retail teams is central.

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.