Hermès E‑commerce and Customer Relations Specialist
- Location
- PantinÎle-de-FranceFrance
- Employment
- Full-Time
- Seniority
- Junior
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Luxury Furniture & Homewares
- Posted
- May 21, 2026
About Hermès
Saint‑Louis is a Maison of crystal within the Hermès group, renowned for mouth‑blown, hand‑cut and hand‑decorated crystal produced by master glassmakers and master cutters. The brand combines ancestral artisanal savoir‑faire with contemporary collaborations in lighting, furniture and objects, positioning Saint‑Louis as an international Art de Vivre maison within the Hermès portfolio.
Saint‑Louis (Hermès) in Pantin, France seeks a Chargé(e) e‑commerce et relations clients to manage CRC and e‑commerce operations.
Role & Responsibilities
- Manage the Customer Relations Centre across all channels (email, telephone, WhatsApp, live chat), delivering the Maison’s service standards and serving as brand ambassador.
- Handle product and after‑sales queries; coordinate with internal workshops and services (Accounting, Museum, Heritage, Manufacture) to resolve customer issues.
- Provide high‑quality orientation and escalation to boutiques and commercial teams to ensure consistent service delivery.
- Follow up and process online orders placed via saint‑louis.com for the Europe site, ensuring accurate order administration and timely communication with clients.
- Advise and guide website customers to optimize conversion; deliver personalised commercial recommendations and upsell when appropriate.
- Manage stock allocated to the e‑commerce site and contribute to daily e‑merchandising to refresh and dynamise product pages.
- Maintain and update monthly reporting for the CRC; propose and implement ‘quick wins’ to improve the customer journey and operational efficiency.
- Conduct ongoing market and CX/e‑commerce benchmarking; collaborate with the Digital team on website evolution and service improvements.
Qualifications
- Minimum 1 year of professional experience in customer relations; experience in luxury retail or heritage brands strongly preferred.
- Commercial mindset with strong product appreciation and a pronounced sense of service.
- Excellent written and oral communication skills; polished interpersonal manner and mediation skills for dispute resolution.
- High level of organisation, rigour and responsiveness; ability to prioritise under pressure.
- Bac+2 minimum (e.g., BTS assistant de gestion) or equivalent qualification.
- Fluent English required; Italian and German considered advantageous.
- Familiarity with CRM/support tools (Zendesk) and proficiency with standard office software.
Skills
Experience
At least one year of proven experience in customer service/relations, ideally within the luxury sector or premium retail environment.
Education
Bac+2 minimum (for example: BTS assistant de gestion) or equivalent post‑secondary diploma.
Workplace
The role is situated in Pantin, Île-de-France, France — conveniently close to Paris.
Culture
Saint‑Louis combines a deep respect for artisanal excellence with contemporary creativity, cultivating meticulous craftsmanship and refined service. The workplace favours collegial collaboration between heritage ateliers, design partners and commercial teams to deliver an elevated client experience internationally.
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 «E‑commerce & Customer Relations Specialist», «E‑commerce and Client Relations Coordinator», «Customer Relations & E‑commerce Executive», «CRM and Online Sales Advisor», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.