Hermès Client Service Team Manager

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.

Role & Responsibilities

• Manage, recruit, develop and support a team of around 10 client advisors to deliver high standards of customer service.
• Recruit CRC agents according to staffing needs identified by E-store managers and HR.
• Oversee CRC agents’ integration, onboarding and offboarding with the Office Manager.
• Foster an engaged, positive and stimulating team environment, encourage teamwork and embody Hermès values with the team and customers.
• Conduct regular individual evaluations and mid-year and annual performance interviews.
• Identify individual and collective development needs, relay them to the Training Manager and coordinate appropriate training programmes.
• Coach each team member through regular individual meetings, supporting integration, reviewing KPI results—including pick-up rate, emails and sales—and strengthening customer service competencies.
• Drive daily overall performance by leading and motivating the team on the floor.
• Monitor daily and individual team KPIs, propose performance improvements and share them with the E-store manager.
• Ensure compliance with client and subsidiary processes and support the team in improving customer relations.
• Support the team in client disputes, alert the E-store manager to problems, litigation or difficult cases, and propose solutions.
• Make managerial decisions to resolve client disputes.
• Manage team schedules and attendance, and validate vacation requests in ADP and Excel.
• Organize regular, engaging Morning Briefs to share information, processes and best practices.
• Coordinate communication and regular information-sharing across the E-com team with Team Leaders from other services.
• Share team feedback and information on disputes, processes and malfunctions with the E-store manager, proposing improvements.
• Report team performance regularly to the E-store manager.

Qualifications

• Management experience.
• Open-mindedness, a collaborative team spirit and leadership.
• A client-service orientation and commitment to excellent customer experiences.
• Ability to drive and energize day-to-day performance by working alongside teams in an open workspace to achieve objectives.
• A KPI- and solution-oriented approach, with the ability to think outside the box.
• Bilingual in English and French; German speaker with native-level proficiency.

Skills

Experience

Management experience; at least 6 years of experience.

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.