Hermès Client Experience Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Aug 18, 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 seeks Client Experience Manager for Harrods boutique in London. Lead in-store experience, team development, and CX strategy aligned with brand values.
Role & Responsibilities
- Champion the Hermès Client Culture in-store, ensuring every moment reflects the six guiding values of Welcome Simplicity, Inspiring Surprise, Bespoke Attention, Human Bonding, Story Sharing, and Heartfelt Generosity
- Partner with Boutique Management to define, deploy, and continuously enhance the in-store experience strategy in alignment with Head Office CX direction
- Observe, analyse, and propose improvements to the complete client journey from welcome through aftersales, ensuring it remains fluid, elegant, and human-centred
- Oversee hosting and service support teams to ensure seamless client flow, thoughtful queue management, and consistent delivery of bespoke experiences
- Coach and mentor team members to bring Hermès values to life in daily interactions with clients and colleagues, creating a culture of generosity and authenticity
- Design and execute onboarding journeys for new team members that reflect the Hermès approach to hospitality and care
- Ensure effective adoption of CX tools and platforms including service excellence visits, queuing systems, personalization technology, and omnichannel initiatives
- Build and sustain team morale through engagement initiatives, feedback sessions, and recognition programmes such as the monthly Celebration and Sharing Breakfast
- Support Boutique events and activations, ensuring each moment expresses the Hermès spirit of craftsmanship and heartfelt generosity
- Serve as an advocate for team wellbeing and collaborate with HR and management on wellness, engagement, and performance development initiatives
Qualifications
- Minimum 3 years of proven management experience demonstrating strong leadership and team development capabilities
- Experience in high-end luxury retail, 5-star hospitality, or private members clubs, ideally in an Experience Manager or similar client-facing leadership capacity
- Demonstrated ability to orchestrate emotions and create bespoke client experiences where each guest feels seen, surprised, and truly special
- Proven success designing and executing sophisticated client events with creativity, precision, and attention to detail
- Strong background in customer relationship management (CRM) and client-facing service delivery
- Excellent communication and interpersonal skills with genuine empathy and emotional intelligence
- Proficiency with IT systems including sales platforms, Microsoft Office, and standard Windows environments
- Ability to balance operational excellence with strategic thinking, thriving in dynamic environments while maintaining composure under pressure
Skills
Experience
Minimum 3 years of management experience in a client-facing capacity, preferably within luxury retail, high-end hospitality (5-star hotels), or exclusive private members clubs. Demonstrated expertise in designing and orchestrating elevated client experiences and a track record of building and developing high-performing teams within fast-paced, service-oriented environments.
Education
No specific educational qualifications are stipulated; however, candidates are expected to demonstrate professional maturity and refined communication skills commensurate with representing a luxury heritage brand.
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», «Guest Experience Director», «Boutique Experience Lead», «Service Experience Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.