Hermès Customer Experience Manager

Overview

Hermès Ibérica is the Spanish subsidiary of the French luxury house Hermès, representing the maison’s leather goods, silk, accessories and ready-to-wear in Spain and Portugal. As part of Hermès’ international retail network, the subsidiary applies the brand’s artisanal values, rigorous service standards and long-term client relations across its boutiques and headquarters functions.

Role & Responsibilities

• Drive service excellence across Hermès Ibérica stores by supporting Store Managers and In‑Store Customer Experience Managers to implement and maintain Group customer service standards.
• Manage and lead the Client Relations Center (CRC) based in Barcelona, supervising day‑to‑day operations, workload distribution and a team of Client Advisors handling phone, email and WhatsApp interactions.
• Consolidate customer feedback, manage client complaints, ensure proper documentation and perform analysis to produce KPI reporting with concrete improvement actions.
• Develop and implement the CRM plan: improve client data capture, support client segmentation analysis, extract and share CRM reports to support commercial and communication actions.
• Coordinate client‑focused initiatives and local retail activations in collaboration with Retail Activities, Communication, IT and Operations, ensuring alignment with Hermès guidelines.
• Use Mystery Shopping and other quality measures to identify improvement areas and coordinate training and action plans with HR.
• Act as the client correspondent for Spain and Portugal, liaising with Hermès International to share best practices and ensure consistency of tone, processes and service standards.

Qualifications

• Minimum 6 years' experience in luxury retail with demonstrated responsibility in customer experience management, client relations or CRM‑driven initiatives.
• Proven experience managing a customer service/CRC team and supervising multi‑channel customer interactions (phone, email, WhatsApp).
• Strong analytical capability with experience in extracting and interpreting CRM reports, KPIs and client segmentation.
• Excellent verbal and written communication skills, organized with strong problem‑solving ability.
• Client‑centric, commercially aware, meticulous and able to build relationships across stores and central teams.
• High level of Spanish and English; French is a plus.

Skills

Experience

Minimum six years in the luxury retail sector with hands‑on experience in customer experience management, CRM initiatives and team leadership; proven track record of improving service KPIs and managing a multi‑channel client relations team.

Education

Bachelor’s degree or equivalent in Business, Marketing, Hospitality, or a related discipline preferred.

Workplace

Culture

Hermès places a premium on artisanal excellence, discretion and long‑term client relationships; its Iberian subsidiary emphasises rigorous service standards, cross‑functional collaboration and respectful, craft‑led retail practices. The organisation values ethical conduct, diversity and employee development within a quiet, refinement‑driven workplace.

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.