Hermès CRM and Customer Experience Specialist
- Employment
- Full-Time
- Seniority
- Senior
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Oct 1, 2026
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.
Hermès seeks a CRM and Customer Experience Specialist to lead customer data governance, CRM analysis and activations, customer experience and service excellence across Travel Retail Asia. The role partners with retail, merchandising, management and training teams to improve client engagement, service performance and loyalty. This is a full-time position on an unlimited contract.
Role & Responsibilities
- Serve as the subject matter expert for customer data governance, maintaining high standards of data quality, integrity, security and compliance across the market.
- Lead continuous improvements to client data capture standards, customer profiling and database enrichment.
- Guide and coach retail teams on CRM compliance, data protection, clienteling best practices and customer information management.
- Merge accounts and clear data to improve database quality.
- Advise on customer data security and ensure alignment with Maison standards and local regulatory requirements.
- Analyse customer behaviour and retail performance, and present findings to retail stakeholders to support business decisions and actions.
- Partner with retail, merchandising and management teams to develop action plans informed by customer insights and performance indicators.
- Promote a data-driven culture by encouraging the effective use of CRM analytics in business planning.
- Adapt group segmentations to local strategic needs, focus on target segments and coordinate related action plans.
- Partner with retail stakeholders to identify high-potential client opportunities and define engagement strategies.
- Manage CRM campaigns end to end, including execution and measurement, in line with Maison priorities and customer expectations.
- Lead the deployment and adoption of CRM tools, establishing best practices and change management across retail teams.
- Support a seamless customer journey across TR Asia stores, aligned with Maison guidelines and local market needs.
- Lead customer experience initiatives and projects to improve service quality, emotional engagement and client satisfaction.
- Drive the launch and adoption of customer experience tools and programmes, developing guidelines, best practices and success metrics.
- Partner with retail teams on CRM and customer experience, using customer and service insights to improve service performance.
- Analyse Service Excellence Visits in each TR Asia store and develop service action plans with the respective retail teams.
- Deliver service KPIs in close collaboration with training and retail teams.
- Localise and implement worldwide service excellence programmes and initiatives.
- Influence and support retail teams in adopting customer-centric behaviours and best practices that strengthen loyalty and long-term client relationships.
Qualifications
- University graduate in a related discipline.
- At least 5 years of experience in CRM or customer data management, preferably in a retail environment.
- Ability to work independently and adapt to a fast-paced, changing environment.
- Ability to build and maintain collaborative relationships and foster teamwork across multiple organisational levels and departments.
- Strong data analysis, project management and time management skills.
- Service-oriented and business-oriented.
- Proficiency in Excel, PowerPoint and Power BI.
- Good written and spoken English, Mandarin and Cantonese.
Skills
Experience
At least 5 years of experience in CRM or customer data management, preferably in a retail environment; a minimum of 6 years is also stated.
Education
University degree in a related discipline.
Workplace
This position is based in Hong Kong, Hong Kong.
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.
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 «CRM Specialist», «Customer Experience Specialist», «Clienteling and CRM Specialist», «Customer Insights Specialist», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.