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

• Define, implement, and monitor the boutique's customer experience strategy in alignment with Maison guidelines and local market specificities
• Analyze customer journey KPIs including traffic flow, waiting time, appointment performance, and client feedback; identify trends and propose improvement actions
• Provide senior support to Welcome and Sales teams in complex situations including complaints, product availability issues, and high-stake VIP interactions
• Oversee the after-sales journey to ensure ongoing client support and reassurance
• Supervise client data collection, accuracy, and compliance with privacy regulations to enable data-driven clienteling and portfolio development
• Strengthen customer discovery, personalization, and relationship-building processes for long-term engagement
• Ensure the boutique environment consistently reflects Maison excellence through meticulous attention to detail
• Manage relationships with external suppliers including florists, catering, and specialized service providers
• Coordinate operational flows between Welcome, Operations, and Stock Support teams for online orders, after-sales pick-ups, and reservations
• Supervise food and beverage supplies and maintain impeccable presentation of client-facing areas
• Support Store Management in planning and updating the store's event and appointment calendar
• Lead, motivate, and develop the In-Store Customer Experience team by setting priorities and defining individual and collective objectives
• Provide continuous coaching and structured feedback to enhance service skills and client management capabilities
• Foster collaboration between Welcome and Sales teams through fluid communication and positive team dynamics
• Participate actively in daily briefings and training sessions to promote engagement and service excellence
• Identify training needs and propose relevant development initiatives for the team

Qualifications

• Bachelor's degree with hospitality or fashion management focus preferred
• Fluency in English; proficiency in additional languages is advantageous
• Previous experience in similar managerial positions, ideally within a luxury goods boutique or hospitality setting; international experience is valued
• Proficiency with Excel and standard IT tools
• Demonstrated leadership ability with proven capacity to motivate and develop teams
• Excellent interpersonal and communication skills with strong customer service orientation
• Team player mentality with ability to build meaningful relationships and work autonomously
• Availability and flexibility to function effectively in a fast-paced environment
• Strong aesthetic sense and commitment to human-centered values in retail

Skills

Experience

Previous experience in similar managerial positions within luxury retail, hospitality, or boutique environments is essential. International exposure and demonstrated success in leading customer-centric teams is highly valued.

Education

Bachelor's degree, preferably with a focus on hospitality or fashion management.

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.