- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Oct 19, 2026
About Hermès
This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.
Hermès is seeking a Client Experience Manager to develop client engagement and retention strategies, analyze client behavior and clienteling performance, and support VIP experiences, events, product launches and Sales team training. The role is an unlimited contract on a full-time schedule.
Role & Responsibilities
- Propose and implement a comprehensive client engagement strategy to improve client recruitment, engagement and retention.
- Analyze client buying behavior to identify trends and patterns across the client lifecycle, providing insights to drive business performance.
- Maximize engagement opportunities through personalized or special-occasion gifting that creates exclusive, impactful client experiences.
- Design and create client engagement tools to help the Sales team maintain customer loyalty and strengthen customer relationships.
- Monitor and track clienteling KPIs against targets, providing insights and recommendations for improvement.
- Collaborate with Customer Experience and Communications teams on in-store clienteling events, including guest invitations and RSVP management.
- Regularly analyze clienteling performance, identify areas for improvement, and provide insights and recommendations.
- Support product launches to help achieve sales goals and maximize client engagement.
- Liaise with the Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team.
- Enhance the exclusivity of VIP customers through targeted outreach during product launches and personalized appointment experiences.
Qualifications
- Tertiary education.
- At least 6 years of relevant experience in luxury retail or a similar capacity.
- Strong business sense and practical know-how in managing and developing customer relationships, using insights to improve business performance.
- Ability to lead and inspire teams, drive performance, and ensure exceptional customer service.
- A collaborative, pleasant, service-oriented and self-motivated approach.
- Strong leadership and communication skills, with the ability to foster positive interpersonal relationships.
- Computer proficiency and a solid command of MS Office applications.
- Good command of written and spoken English and Chinese (Mandarin and Cantonese); French is an advantage.
Skills
Experience
At least 6 years of relevant experience in luxury retail or a similar capacity.
Education
Tertiary education.
Workplace
The role is situated in Hong Kong, Hong Kong.
Explore jobs in Hong Kong.
Culture
The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.
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 «Client Engagement Manager», «Clienteling Manager», «Customer Experience Manager», «Client Relations Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.