Hermès Customer Relations Team Manager — Europe

About Hermès

Hermès Sellier, operating within Hermès Distribution Europe, is the retail and e‑commerce arm of the Hermès maison. Renowned for artisanal craftsmanship and exacting standards, the division combines a heritage luxury savoir‑faire with contemporary retail and digital channels to deliver a high‑touch client experience across Europe.

Role & Responsibilities

• Lead, coach and develop a team of approximately 10 customer‑service advisors across Hermès.com Europe, ensuring consistent excellence in client interactions across all purchase channels.
• Recruit, onboard and manage talent in coordination with online boutique managers and HR; conduct regular one‑to‑one reviews and semi‑annual/annual appraisals.
• Design and deploy team training programmes in partnership with the learning & development lead, aligned to attendance and identified skill gaps.
• Monitor daily and individual KPIs (appointments, emails, sales, etc.), propose and implement corrective actions, and report performance to the online boutique manager.
• Resolve escalated customer disputes and take managerial decisions to close complex cases; liaise with stakeholders and propose process improvements.
• Manage workforce planning, scheduling and presence; validate leave requests using ADP and maintain records in Excel.
• Coordinate closely with other team managers in the Customer Relations Centre to ensure process consistency, clear communication and organisational alignment.
• Animate regular team briefings and creative morning meetings to share updates, reinforce processes and promote best practices.

Qualifications

• Proven experience as a people manager in a customer service, contact centre or e‑retail environment — experience in luxury retail or premium e‑commerce preferred.
• Strong leadership and interpersonal skills with the ability to motivate teams within an open‑plan workspace.
• Demonstrable experience driving performance through KPIs and implementing practical solutions.
• Bilingual French and English required; Italian is a major asset.
• Comfortable making operational and customer‑facing decisions; able to manage escalations and complex cases.

Skills

Experience

Experienced manager with a track record of supervising a customer service or contact centre team; prior exposure to e‑commerce operations and luxury retail clienteling is advantageous.

Education

No specific degree mandated; tertiary education in business, hospitality, communications or a related discipline is preferred or equivalent professional experience.

Workplace

Benefits

Dynamic, international team environment; autonomy and proactivity in daily organisation; variety of missions and close interaction with regional subsidiaries; opportunity to develop and empower team members.

Culture

Hermès places a premium on craftsmanship, discretion and service excellence; teams operate in a collegial, high‑standards environment where benevolence, mutual support and continuous development are encouraged. The e‑retail organisation combines heritage values with modern, cross‑functional collaboration.

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.