Hermès Customer Experience Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 26, 2026
About Hermès
Hermès is an internationally recognised maison renowned for artisanal leather goods, ready-to-wear and accessories. Operating in the Middle East through Hermès Middle East, the brand maintains a reputation for meticulous craftsmanship, discreet luxury and an uncompromising service culture that places client relationships at the centre of its retail operation.
Hermès Middle East seeks a Customer Experience Manager at Dubai Mall to lead clienteling and elevate in‑store luxury service.
Role & Responsibilities
- Own the in-store client experience by defining and upholding exceptional customer service standards across all touchpoints in Dubai Mall.
- Lead, coach and inspire the Customer Experience Executive team to anticipate client needs and deliver personalised styling and service.
- Act as the store’s brand ambassador, cultivating a sophisticated, welcoming atmosphere that reflects Hermès’ values.
- Manage and optimise appointment flow using the in‑house queue management tool to ensure smooth traffic and high-touch client servicing.
- Oversee client relationship management processes, maintaining accurate customer records (preferences, purchase history, special occasions) to enable bespoke outreach.
- Collaborate closely with Client Advisors and the wider sales team to meet and exceed sales and client retention targets while preserving a client-first approach.
- Identify and coach opportunities for upselling and cross-selling based on client profiles and buying behaviour.
- Collect and analyse customer feedback, implement remedial strategies and resolve service issues promptly to improve the customer proposition.
- Design and deliver ongoing training programmes to elevate team capability in clienteling, product knowledge and service rituals.
- Foster a collaborative work environment that supports teamwork, high morale and continuous improvement.
Qualifications
- Bachelor’s degree in Business, Retail Management, Fashion, Customer Service or equivalent professional experience.
- Minimum 6 years of relevant experience in luxury retail or high-end customer service, with demonstrable leadership responsibility.
- Proven track record of delivering outstanding customer service and building long‑term client relationships.
- Strong leadership and people‑development skills with experience running a small in‑store team.
- Excellent interpersonal and communication skills tailored to high‑net‑worth and discerning clientele.
- Deep knowledge of luxury fashion trends, designers and product assortments.
Skills
Experience
Minimum 6 years’ experience in customer service or luxury retail, including management or supervisory responsibility and a demonstrable record of elevating in‑store client experiences.
Education
Bachelor’s degree in Business, Retail Management, Fashion, Customer Service or equivalent experience.
Workplace
The successful candidate will be located in Dubai, Dubai, UAE.
Culture
Hermès cultivates a workplace defined by artisanal excellence, refined service and respect for craftsmanship. Teams are expected to deliver discreet, personalised client encounters while collaborating in a professional, mentorship‑driven environment.
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 Experience Manager», «Customer Experience Lead», «Client Relations Manager», «Guest Experience Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.