Hermès Client Experience Manager
Hermès — Client Experience Manager (Contract) in Cannes: lead client service, team coaching and clienteling for Hermès Cannes.
Overview
Hermès Sellier is the retail arm of the Hermès luxury house, renowned for its artisanal expertise in leather goods, silk, ready-to-wear and accessories. As an employer, Hermès places a premium on craftsmanship, impeccable client service and long-term talent development within a highly curated retail network.
Role & Responsibilities
- Own and elevate the in-store client experience across all touchpoints, ensuring an exemplary, personalised welcome for French and international clientele.
- Lead and coordinate the sales floor in collaboration with the store leadership team, managing customer flows and complex situations (high footfall, disputes, VIP visits).
- Drive clienteling activities: oversee client data collection and analysis, validate invitation lists for events, and ensure robust pre/during/post event follow-up.
- Coach, develop and animate the sales team through field training, regular feedback, development reviews and performance routines.
- Qualify client visit motivations and allocate clients to sellers according to profile and need; manage appointment scheduling in line with store activity.
- Implement and sustain loyalty and client retention tools, share customer feedback and KPIs, and translate insights into store-level action plans.
- Represent and communicate service standards, lead experience-focused briefs and actively participate in cross‑store projects and meetings.
Qualifications
- Minimum 3 years of customer-facing experience, preferably within luxury retail or high-end hospitality.
- Proven ability to lead, coach and develop a sales team while maintaining high standards of conduct and presentation.
- Excellent service orientation with strong interpersonal presence, assertiveness and autonomy on the sales floor.
- Analytical capability to synthesise customer feedback and formulate clear recommendations.
- Familiarity with international protocols and luxury client expectations; ability to deliver emotional, memorable experiences.
- Fluent English; additional languages are an asset.
Skills
Experience
Minimum 3 years in a client-facing role with hands-on experience in luxury retail or high-end hospitality; prior supervisory or team-lead experience is expected.
Education
Higher education in business, hospitality, retail management or equivalent; professional training in luxury retail or client service is a plus.
Workplace
This position is based in Cannes, Provence-Alpes-Côte d'Azur, France, within easy reach of Nice. Cerulean lists 71 open roles in Cannes, including 2 posted recently. The broader Provence-Alpes-Côte d'Azur area accounts for 177 active listings on Cerulean, 5 of which are new. In France as a whole, Cerulean currently features 4.275 open positions, with 127 posted this week.
Culture
Hermès cultivates an artisanal, client‑centric workplace where meticulous attention to detail and respect for craft are core values. The retail environment emphasises professional development, collaborative teamwork and high standards of presentation and service.
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.