Hermès In Store Customer Experience Manager
- Employment
- Temporary
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 29, 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 seeks In Store Customer Experience Manager for boutique Roma; temporary maternity cover role leading service excellence and team development.
Role & Responsibilities
- Define, implement, and monitor the boutique's customer experience strategy in alignment with Maison guidelines and local market specificities
- Continuously analyze the customer journey and key performance indicators (traffic flow, waiting time, appointment performance, client feedback) to identify trends and propose improvement actions
- Provide senior support to Welcome and Sales teams in complex or sensitive situations including complaints, product unavailability, wish processes, and high-stake VIP interactions
- Oversee the after-sales journey, ensuring clients feel supported and reassured throughout the entire process
- Supervise client data collection, accuracy, and usage in accordance with privacy regulations to foster data-driven clienteling and meaningful clientele portfolio development
- Strengthen customer discovery, personalization, and relationship-building processes to ensure continuity and long-term engagement
- Ensure the boutique environment consistently reflects the Maison's excellence through meticulous attention to detail throughout the customer journey
- Manage relationships with external suppliers (florists, catering, special services) to guarantee high service standards
- Coordinate operational flows between Welcome, Operations, and Stock Support teams for online order deliveries, after-sales pick-ups, reservations, and other service operations
- Supervise food and beverage supplies and the upkeep of client-facing areas to ensure readiness and impeccable presentation
- Support Store Management in planning, organizing, 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, client management capabilities, and team posture
- Foster collaboration between Welcome and Sales teams by ensuring fluid communication and positive team dynamics
- Actively participate in daily briefings and internal training sessions to promote engagement, alignment, and service excellence
- Identify training needs and propose relevant development initiatives for the team
Qualifications
- Bachelor's degree, preferably with hospitality or fashion management focus
- Previous experience in similar positions, preferably in a luxury goods boutique or hospitality sector
- Fluency in English; additional languages considered an advantage
- Proficiency with Excel and other IT tools
- Excellent leadership attitude with demonstrated ability to lead and motivate teams
- Outstanding 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 in a high-pace retail environment
- Strong aesthetic sense and passion for human-centric retail values
Skills
Experience
Minimum 3–5 years of experience in customer experience management, preferably within luxury goods boutiques, hospitality, or high-end retail environments. International experience is advantageous. Demonstrated track record of leading teams, developing customer-centric strategies, and managing complex client interactions in luxury settings.
Education
Bachelor's degree, preferably with a focus on hospitality management, fashion management, or a related discipline.
Workplace
The successful candidate will be located in Rome, Lazio, Italy.
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 «Client Experience Director», «Boutique Experience Manager», «In-Store Service Excellence Manager», «Customer Journey 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.