Hermès In-Store Customer Experience Manager

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.

Role & Responsibilities

• Co-design and animate in-store experience strategies with Store Management, leveraging on-site observation and customer feedback to drive continuous improvement
• Lead daily briefings centered on guest welcome, priorities, and key moments to set the operational tempo
• Guarantee impeccable first-contact service through presence on the sales floor, precise customer accompaniment, and constructive feedback to teams
• Transform mystery shopper feedback and customer verbatims into concrete action plans and cultivate an exacting customer-centric culture
• Optimize traffic flow and customer journeys to preserve serenity of retail spaces and enhance exchange quality
• Support teams through sensitive situations—service gaps, complaints, special requests—with discretion and solution-oriented mindset
• Coordinate with the Customer Experience community and lead continuous improvement initiatives
• Welcome and escort guests at house events and visits with signature attention to detail
• Manage appointment scheduling and advisor allocation to ensure seamless guest handoffs
• Customize bespoke appointments and orchestrate singular moments through advisor selection, staging, and visual coordination
• Design thoughtful gestures—gifts, personalized messages, invitations—that surprise and strengthen client loyalty
• Define after-sales journey priorities, measure impact, and support After-Sales Ambassadors in flawless service delivery
• Manage complex cases and reassure clients through every resolution step
• Secure reliable, complete data collection compliant with data protection regulations
• Co-develop clienteling strategies and animate local community based on customer analytics
• Nurture privileged relationships with loyal clients and support sustainable portfolio development
• Help teams transform every request into elegant solutions, even under constraints
• Oversee all service domains: complaints, appointments, special and personalized orders, reservations, wishes, and remote sales
• Embody house values through integrity, elegant posture, and service excellence
• Model excellence through example and high-quality feedback to emerging leaders
• Share house heritage, culture, and craftsmanship to nourish client imagination
• Instill enthusiasm, generosity, and emotion to create moments of surprise and joy
• Orchestrate daily operations through clear planning, role definition, and visible objectives
• Observe fieldwork continuously and provide precise, compassionate feedback
• Optimize team structure—staffing, organization, rotations, recruitment—with Store Management
• Set progression objectives and coach with rigor and support
• Conduct monthly check-ins and annual evaluations; propose targeted development plans
• Identify training needs and conduct sessions as required
• Establish positive discipline, mutual respect, and open communication
• Share strategy, results, and achievements; celebrate progress and activate improvement initiatives
• Foster cross-team and cross-location collaboration through formal and informal exchanges
• Ensure active participation in training, briefings, and key events

Qualifications

• Confirmed experience managing retail teams
• Strong service culture and deep understanding of luxury customer journeys
• Natural leadership with excellent communication and positive influence capabilities
• Elegance, dynamism, accountability, and autonomy
• Results orientation, attention to detail, and quality commitment
• Strong proficiency with information systems and digital tools
• Agility, curiosity, and solution-oriented mindset
• Fluent French and English; additional languages valued

Skills

Experience

Confirmed experience managing retail teams in a luxury environment, with demonstrated success in orchestrating customer experience initiatives, leading hospitality-focused operations, and developing team excellence through coaching and mentoring.

Education

No specific educational requirement stated; secondary education minimum or equivalent professional qualification expected.

Workplace

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.