Hermès Client Relations Supervisor
- Employment
- Full-Time
- Seniority
- Supervisor
- Compensation
- $66,560–77,653/year
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 16, 2026
About Hermès
Hermès is an independent, family-owned Maison renowned for artisanal craftsmanship and a commitment to high-touch luxury. The brand operates globally through a network of boutiques and workshops and maintains corporate operations in the United States under Hermès of Paris, where it combines heritage savoir-faire with contemporary retail and digital commerce.
Hermès — Client Relations Supervisor in Manhattan, NY. Lead CRC omnichannel operations, QA and frontline coaching to deliver the Maison's high‑touch eCommerce service.
Role & Responsibilities
- Supervise day-to-day contact volume across phone, email and live chat to ensure timely, accurate resolution and a consistent omnichannel client experience.
- Act as a third-level escalation point for complex or sensitive client cases and make service-related decisions and follow-up protocol.
- Conduct regular quality assurance reviews of emails and calls to uphold Maison standards and identify coaching opportunities.
- Analyze performance data and KPI dashboards to identify trends, client pain points and opportunities for operational optimization.
- Provide real-time coaching, contribute to trainings and quarterly team meetings, and partner with Training and eCommerce to enhance product knowledge and processes.
- Support hiring, onboarding and mentoring of new coordinators and provide frontline guidance without direct headcount responsibility.
- Jump into the client queue as needed and lead special projects or operational priorities; maintain flexible weekend availability to meet business needs.
Qualifications
- Minimum 3 years of client service or contact center experience; luxury or high‑touch environment preferred.
- Proven ability to coach, mentor and guide frontline ambassadors; comfortable making judgement calls in escalations.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Office (Excel, Word, PowerPoint).
- Demonstrated ability to analyze performance data, prioritize tasks and thrive in a fast-paced, collaborative setting.
- Flexible weekend availability; knowledge of French is a plus.
Skills
Experience
Minimum three years in a client service or contact centre role, with demonstrable experience handling escalations, performing QA, and coaching or mentoring frontline teams; experience in luxury retail or high-touch customer environments preferred.
Education
Bachelor’s degree or equivalent professional experience preferred.
Workplace
The role is situated in Manhattan, New York, USA.
Compensation
The base compensation for this position ranges from USD 66,560 to USD 77,653 per annum.
Benefits
Commission and bonus incentives; Medical, Dental and Vision; Life insurance and disability; Paid time off (15 days vacation, 11 company holidays, 3 floating holidays, 2 wellbeing days, sick & safe time); Paid parental leave; 401(k) and Roth retirement with company matching and profit sharing; Voluntary benefits (FSA, fitness reimbursement, voluntary life); Product discount and EAP resources; Access to Calm App, Health Advocate and Family Building Support.
Culture
Hermès combines a deep respect for artisanal craft with a client-centric approach to service. The Maison cultivates a collaborative, inclusive workplace that values individuality, long-term professional development and the transmission of savoir‑faire across teams.
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 Service Supervisor», «Customer Experience Supervisor», «Contact Centre Supervisor», «Client Relations Team Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.