Hermès Client Experience Manager
- Employment
- Full-Time
- Seniority
- Manager
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jun 17, 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 London Client Experience Manager role at Cadogan Place—lead store experience and client relationships in luxury retail.
Role & Responsibilities
- Champion the Hermès client culture in-store, ensuring every experience reflects the six guiding values of Welcome Simplicity, Inspiring Surprise, Bespoke Attention, Human Bonding, Story Sharing, and Heartfelt Generosity
- Partner with Store Management to define, deploy, and evolve the in-store experience strategy in alignment with Great Britain CX strategy
- Observe, analyse, and refine the client journey across all touchpoints—from welcome to farewell—ensuring a seamless, elegant, and emotionally engaging experience
- Lead and inspire hosting and service support teams to deliver experiences rooted in simplicity and heartfelt generosity
- Collaborate with sales and service teams to design bespoke experiences that express the Hermès spirit and celebrate craftsmanship and creativity
- Ensure effective utilisation of CX tools including queuing systems, personalisation systems, aftersales services, and omnichannel services
- Create an environment where team members feel valued, empowered, and inspired to embody Hermès values
- Design and oversee seamless onboarding experiences that warmly welcome newcomers to the stores
- Coach, guide, and inspire teams to deliver exceptional service through authentic human connection
- Analyse client data and behaviours to identify opportunities for engagement, reactivation, and loyalty
- Support sales teams in strengthening key client relationships through personalised outreach and meaningful touchpoints
- Assist in planning and execution of client events and bespoke experiences reflecting both client insight and Hermès elegance
- Encourage accurate client data capture and segmentation in alignment with CRM best practices
- Share client insights and feedback to inform store actions and enhance the quality of the client database
- Represent the store within the CX Community, sharing insights and best practices to inspire continuous improvement
- Lead the monthly Celebration and Sharing Breakfast submission process, identifying teams or individuals who best embody Hermès values
- Support and coordinate store events, activations, and in-store storytelling moments that bring the Hermès universe to life
Qualifications
- At least 3 years of proven management experience demonstrating strong leadership and team development
- Experience in 5-star hotels or private members clubs, ideally in an Experience Manager capacity
- Proven ability to design and execute bespoke client events with creativity and precision
- Background in client-facing roles with strong customer service and CRM focus
- Proficiency in IT systems including sales systems, Microsoft Office, and Windows
- Excellent organisational, time management, and reliability skills
- Valid visa allowing full-time work in the United Kingdom for the entire duration of employment
Skills
Experience
Minimum 3 years of proven management experience demonstrating strong leadership and team development capabilities. Demonstrated expertise in client experience delivery within luxury, hospitality, or high-touch environments, particularly 5-star hotels or private members clubs. Proven track record of designing and executing bespoke client events with creativity and precision, combined with strong customer service and CRM proficiency.
Education
Not specified.
Workplace
This position is based in London, England, UK.
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 «Experience Manager», «Client Relations Manager», «Retail Experience Specialist», «Guest Experience Lead», «Client Development 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.