Hermès E-commerce Customer Relations Center Team Leader
- Employment
- Full-Time
- Seniority
- Supervisor
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Sep 23, 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 Dubai seeks an E-commerce CRC Team Leader to lead customer service operations, manage team performance, and drive customer satisfaction in this full-time role.
Role & Responsibilities
- Lead, mentor, and assess team performance through regular one-on-one coaching, performance evaluations, and development discussions to foster a motivating and collaborative environment
- Handle HR-related functions for the CRC team, including performance reviews, employee issue resolution, and compliance with company policies and procedures alongside the CRC Manager
- Establish and monitor team KPIs aligned with leadership performance goals; conduct regular reporting on metrics such as pick-up rate, email response time, and sales performance, implementing corrective actions as necessary
- Utilize customer feedback and data to identify trends and opportunities for service improvement; develop and implement action plans to enhance customer satisfaction and experience
- Develop, implement, and maintain customer service policies, procedures, and best practices; continuously monitor and refine service standards to ensure consistent high-quality delivery
- Build and maintain strong relationships with key customers and clients through regular communication and engagement; identify upselling and cross-selling opportunities where appropriate
- Lead daily briefings for the CRC team, ensuring consistent communication on product launches, best practices, customer service techniques, and business updates; create engaging content to inspire and motivate the team
- Coordinate with the Training Manager to assess team development needs and design and schedule appropriate training programs that align with individual and collective requirements
- Manage team scheduling and vacation approvals through ADP and Excel systems; ensure adequate team presence and operational continuity
- Collaborate cross-functionally with Retail, Customer Experience, HR, Operations, Merchandising, Communications, and E-commerce teams to ensure seamless and unified customer experience across all touchpoints
- Share regular feedback with the CRC Manager and Paris headquarters on customer interactions, emerging trends, and team insights; build strong relationships with the global CRC community
- Develop and maintain contingency plans for managing critical situations such as product recalls or service disruptions; coordinate with relevant teams to mitigate risk and maintain customer confidence
Qualifications
- Minimum 3 years of proven management experience with demonstrated success leading and developing teams
- Exceptional leadership presence with resilience, composure, and the ability to inspire and motivate through actions and attitude
- Strong analytical and decision-making capabilities with autonomy and a sharp sense of priorities
- Assertive communication style with capacity for strategic analysis and solution-oriented problem-solving
- Customer service excellence orientation with a genuine commitment to delivering exceptional experiences
- Highly organized, reliable, and collaborative team player with the ability to multitask in a fast-paced environment
- Proactive, business-minded mindset with the ability to propose innovative ideas and drive continuous improvement
- Experience in e-commerce operations or customer service technology is preferred
Skills
Experience
At least 3 years of proven management experience with demonstrated success leading customer service or sales teams. The candidate should possess strong leadership presence, resilience under pressure, and the ability to inspire and motivate team members. Experience in e-commerce operations, customer service technology platforms, or multi-channel customer experience management is advantageous. The ideal candidate combines business acumen with genuine customer service orientation and proven skill in driving measurable performance improvements through team development and operational excellence.
Education
Not specified; secondary or tertiary education is implied by the management-level position.
Workplace
This position is based in Dubai, Dubai, UAE.
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 «CRC Supervisor», «Customer Service Team Lead», «E-commerce Support Manager», «Customer Relations Coordinator», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.