Hermès Client Services Team Manager — E‑commerce

About Hermès

Hermès Sellier, within Hermès Distribution Europe, is the e‑commerce and retail arm of the Hermès maison, renowned for artisanal craftsmanship, premium leather goods and an uncompromising attention to detail. As an employer, Hermès is recognized for a high standard of service excellence, cross‑disciplinary collaboration and an international operating environment that supports long‑term craftsmanship and client care.

Role & Responsibilities

• Manage, coach and develop a team of approximately 10 client advisors within the Europe Hermès.com Client & Service Department.
• Recruit, onboard and run integration and offboarding processes in collaboration with HR and the Office Manager.
• Design and execute training and development plans with the Training Manager to close individual and collective skill gaps.
• Monitor daily and individual KPIs (pick‑up rate, email handling, sales) and define improvement actions with the E‑store manager.
• Take managerial decisions to resolve client disputes, escalate complex cases and propose solutions to limit litigation.
• Plan and manage team rosters, presence, and vacation validation (using ADP and Excel).
• Animate regular Morning Briefs to share processes, best practices and operational updates in a motivating manner.
• Ensure process compliance across clients and subsidiaries and maintain coherent communication with other Team Leaders and E‑com services.
• Report team performance and issues to the E‑store manager and propose operational improvements.

Qualifications

• Proven people management experience, ideally within luxury retail or e‑commerce customer service.
• Fluency in French, English and Italian (spoken and written) — trilingual requirement.
• Strong customer‑service orientation with demonstrated ability to manage complex client cases and drive excellent client experiences.
• KPI‑driven mindset with ability to analyse performance data and implement corrective actions.
• Experience with recruitment, performance evaluations, coaching and the delivery of training programs.
• Excellent interpersonal and communication skills; capacity to motivate teams in an open‑workspace environment.
• Availability to work Monday–Friday with occasional Saturdays and public holidays as required.

Skills

Experience

Minimum 3–5 years of progressive experience managing customer service or client advisor teams, preferably in luxury retail or e‑commerce environments, with responsibility for operational KPIs and people development.

Education

Bachelor's degree or equivalent professional experience in business, retail management, hospitality or a related discipline.

Workplace

Culture

The working environment is collaborative, international and service‑centric, reflecting Hermès’ emphasis on excellence and craftsmanship. Teams operate with autonomy and a strong focus on coaching, development and cross‑department interaction.

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.