Hermès Client Services Team Manager — E‑commerce

About Hermès

Hermès Sellier, part of the Hermès group, is a leading maison renowned for artisanal craftsmanship and refined luxury. The role sits within Hermès Distribution Europe and supports Hermès.com operations in a dynamic, international e‑retail environment that prioritizes impeccable client service and long‑term client relationships.

Role & Responsibilities

• Lead, recruit, onboard and develop a team of approximately 10 client advisors for Hermès.com Europe; report to an E‑store manager.
• Set targets, monitor daily and individual KPIs (pick‑up rate, emails, sales) and implement action plans to optimise team performance.
• Design and coordinate training plans with the Training Manager; provide regular coaching and conduct individual performance reviews (mid‑year and annual).
• Manage workforce planning, scheduling and vacation validation (ADP and Excel); ensure team presence aligns with operational needs.
• Resolve escalated client disputes and take managerial decisions to secure satisfactory outcomes; alert E‑store manager on litigation or complex cases and propose solutions.
• Ensure adherence to client and subsidiary processes; drive improvements and share feedback with the E‑store manager and cross‑functional teams.
• Organise and animate regular Morning Briefs to disseminate processes, best practices and maintain coherence across the e‑commerce organisation.
• Produce regular performance reports and collaborate closely with other CRC Team Managers to align processes, communication and organisation.

Qualifications

• Proven managerial experience leading client service teams in luxury retail or e‑commerce.
• Strong client‑service orientation with demonstrated ability to improve customer experience and handle escalations.
• Results‑driven mindset with experience monitoring KPIs and implementing performance improvement actions.
• Excellent interpersonal, coaching and team‑development skills; capacity to recruit and retain talent.
• Trilingual proficiency in English, French and Italian.
• Availability to work Monday–Friday with occasional Saturdays and public holidays as required.

Skills

Experience

Significant prior experience managing a client service or contact centre team—preferably within luxury retail or e‑commerce—demonstrating people management, KPI ownership, dispute resolution and cross‑departmental collaboration.

Education

Bachelor's degree in business, management, hospitality or equivalent professional experience preferred.

Workplace

Culture

Hermès cultivates a culture of craftsmanship, discretion and excellence; employees are expected to embody those values in client interactions and team leadership. The workplace is collaborative and international, with an emphasis on personal development and cross‑departmental exchange.

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.