Hermès Head of Client Universe
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 7, 2026
About Hermès
Hermès is a renowned maison within the luxury fashion and leather goods sector, recognised for artisanal craftsmanship, discreet service and timeless design. The role is based in the Hermès Middle East organisation and sits within the Maison’s retail network, where emphasis is placed on elevated client relationships and long‑term brand stewardship.
Hermès Middle East seeks a Head of Client Universe in Dubai to lead client experience, after‑sales and external relations for the Maison.
Role & Responsibilities
- Define, implement and continuously elevate client experience standards and service rituals across the store.
- Ensure consistent application of service rituals by all client‑facing teams throughout the client journey.
- Oversee client data quality, partner with Sales teams to grow and activate the loyal client base and monitor client satisfaction KPIs.
- Manage after‑sales operations: supervise repair/restoration cases, oversee in‑store craftsmen and ensure timely case resolution.
- Handle escalated client situations in accordance with Hermès service philosophy.
- Lead external relations and experience beyond the sales floor, including F&B, events and external client activations; manage VIP and protocol guest relationships.
- Lead, inspire and develop Team Managers across CX, SAV and related functions; set objectives, run performance reviews and promote team engagement and retention.
- Collaborate closely with Heads of Sales Universes and Operations to ensure a unified, client‑centric store experience.
Qualifications
- Minimum of 6 years’ experience in luxury retail, client relations or hospitality, with at least 2 years in a management role.
- Proven track record leading client experience or after‑sales teams in a premium luxury environment.
- Deep understanding of luxury client expectations and service standards.
- Strong leadership, interpersonal and conflict‑resolution skills; ability to manage complex client situations with composure.
- Experience in event coordination or external relations is an advantage.
- Fluency in English required; Arabic or additional languages are an asset.
Skills
Experience
At least 6 years of professional experience within luxury retail, client relations or hospitality, including a minimum of 2 years in a managerial capacity. Demonstrated experience leading CX and after‑sales teams in a premium environment and handling VIP client relationships.
Workplace
The role is situated in Dubai, Dubai, UAE.
Culture
Hermès cultivates an environment that privileges craftsmanship, refined service and long‑term client relationships. The Maison values discretion, attention to detail and collaborative professionalism, fostering development through mentorship and in‑store training.
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 Client Experience», «Director of Client Services», «Head of After‑Sales & Client Relations», «Client Experience Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.