Hermès Client Experience Manager

About Hermès

Hermès is a global luxury maison renowned for artisanal craftsmanship, timeless design and exceptional client service. The brand maintains a discreet, highly curated retail network and emphasizes long-term client relationships, creative excellence and operational rigor across regional subsidiaries.

Role & Responsibilities

• Define and implement the Canada-wide client experience and clienteling strategy in alignment with global Hermès standards.
• Own CRM initiatives, data quality and GDPR-compliant processes; partner with analysts to deliver actionable insights and KPI dashboards.
• Design, coordinate and host high-touch client events and bespoke in-store experiences in collaboration with Retail, Merchandising, Communications and Ecommerce.
• Develop and standardize a Client Engagement Model for sales teams, including outreach cadence, appointment strategy and follow-up protocols.
• Act as the regional reference for omnichannel client experience, working closely with Ecommerce and CRC teams to ensure consistency between online and in-store touch points.
• Support stores and H.com teams with client outreach, complaint resolution and bespoke client services to drive retention and recruitment.
• Establish front-of-house standards—host(ess) role definition, appointment tool usage, grooming and uniform procurement—to guarantee a consistent elevated client welcome.
• Build and animate the Experience Manager community; partner with Learning & Development to create training and co-animate capability-building sessions.
• Monitor service KPIs, identify pain points and lead cross-functional improvement plans; propose and challenge initiatives to drive organizational change.
• Represent the Canadian subsidiary within regional and global Hermès communities to share best practices and ensure cross-functional synergies.

Qualifications

• Minimum 8 years of relevant retail experience, ideally within luxury or premium brands.
• Proven leadership with the ability to influence senior stakeholders and develop store and regional teams.
• Availability for store hours including weekends, extended event hours, and regular regional plus occasional international travel.
• Fluent English required; French is an asset.
• Strong analytical capability with demonstrated experience in KPI monitoring and data-driven decision making.
• Solid project management skills and experience running cross-functional initiatives (events, CRM roll-outs, omnichannel programs).
• Deep client-centric mindset with demonstrated expertise in clienteling and high-touch service delivery.

Skills

Experience

At least 8 years of progressive experience in retail, with demonstrated leadership in client experience, CRM or clienteling programmes within luxury or premium retail environments.

Education

Bachelor’s degree or equivalent in business, marketing, hospitality or a related discipline preferred.

Workplace

Compensation

The base compensation for this position ranges from CAD 90,000 to CAD 110,000 per annum.

Benefits

Comprehensive benefits package including medical, dental, vision, long-term disability, life insurance, AD&D, and company group retirement savings plan.

Culture

Hermès fosters a culture rooted in meticulous craftsmanship, discretion and long-term client relationships. The workplace privileges collegial collaboration between retail, merchandising and corporate teams, and expects elevated standards of professionalism, creativity and operational excellence.

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.