Hermès Director of Training and Client Experience
- Location
- PantinÎle-de-FranceFrance
- Employment
- Full-Time
- Seniority
- Director
- Department
- Human Resources, People & Culture
- Industry
- Luxury Furniture & Homewares
- Posted
- Sep 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 Maison, Pantin. Director of Training and Client Experience to lead global strategy for learning and customer engagement. Luxury retail leadership role.
Role & Responsibilities
- Define and oversee training curricula for diverse audiences including sales teams, brand ambassadors, and interior project specialists
- Establish and pilot client experience strategy, including internal expert animations, order tracking for key clients, and customer service hotline coordination
- Develop and manage dedicated budgeted programs for training delivery and client engagement initiatives
- Design and deliver hybrid pedagogical approaches—combining in-person, digital, and experiential modalities—adapted to varied stakeholder groups
- Define and deploy the Hermès Maison sales ritual, including specific gestures, posture, and theatrical presentation techniques
- Structure the complete client journey—pre-purchase, purchase, and post-purchase phases—ensuring consistency across messaging, gesture, and environment
- Establish and animate an international network of Hermès Maison ambassadors, product experts, and local trainers
- Organize and orchestrate signature formation events such as Milan Design Week and seasonal seminars to communicate craft, materials, and collections
- Conduct and facilitate training sessions in both French and English; develop market-based trainers
- Lead and develop team members; articulate clear vision and foster culture of creativity, rigour, and innovation
- Manage budget allocation and ensure continuous evaluation of content relevance, modernity, and commercial efficacy
Qualifications
- Master's degree from a business school or equivalent tertiary qualification
- Minimum 8–10 years of experience in training, client experience, or related functions; retail experience strongly preferred
- Expert proficiency in pedagogical engineering, cognitive methodologies, e-learning platforms, and bespoke training design
- Demonstrated understanding of retail dynamics with pronounced sensitivity to product, craftsmanship, and material excellence
- Fluent English; French language skills advantageous
- Proven leadership capability with ability to mobilize and align cross-functional teams
- Strategic vision and organisational acuity
- Creative mindset and demonstrated commitment to innovation
Skills
Experience
Minimum 8–10 years of professional experience in training, learning and development, client experience management, or related roles within luxury or retail environments. Prior exposure to artisanal production, heritage craft, or high-end product positioning is advantageous.
Education
Master's degree or equivalent higher education qualification from a recognised business school or institution.
Workplace
The role is situated in Pantin, Île-de-France, France — conveniently close to Paris.
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 «Head of Training and Customer Experience», «Director of Learning and Client Engagement», «Training and Retail Experience Director», «Client Experience and Training 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.