Hermès In-Store Customer Experience Manager
- Location
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 26, 2026
About Hermès
Hermès is an independent French maison celebrated for exceptional craftsmanship in leather goods, silk, ready-to-wear and accessories. Operating globally through regional legal entities such as HERMES (SUISSE) SA, the maison places a premium on artisanal savoir‑faire, discreet service and long‑term talent development.
Hermès (Suisse) SA seeks an In‑Store Customer Experience Manager in Zurich to lead boutique hospitality, clienteling and team development.
Role & Responsibilities
- Define and lead the in‑store customer experience strategy in partnership with boutique leadership, driving continuous improvement from observations and client feedback.
- Set the daily rhythm via morning briefings, ensure impeccable first contact on the sales floor, and translate feedback into concrete service actions.
- Manage guest reception for events and VIP visits: host, curate bespoke appointments, coordinate with sales advisors and visual teams, and deliver personalised gestures that strengthen client loyalty.
- Oversee after‑sales operations: identify improvement priorities, support the After‑Sales ambassador, ensure flawless handling of repairs, returns and deliveries, and personally resolve complex cases.
- Ensure reliable, complete and privacy‑compliant client data capture and implement local clienteling strategies to activate and grow the client portfolio.
- Support the sales team in converting enquiries into elegant solutions; supervise all services (appointments, bespoke orders, reservations, distance sales) to preserve service quality.
- Act as an ambassador of the Maison: embody values of integrity, elegance and service excellence, share the brand story and inspire emotional client experiences.
- Orchestrate daily boutique operations: planning, role allocation, capacity management, and recruitments; provide in‑situ coaching, regular feedback and structured development plans.
- Foster team engagement and cohesion through clear communication, shared goals, and formal/informal exchange moments across boutiques.
- Monitor performance against boutique targets and KPIs (sales, mystery shopping, customer satisfaction) and drive corrective actions with leadership.
Qualifications
- Minimum 6 years' experience leading retail teams, preferably within luxury fashion or boutique environments.
- Demonstrable track record in delivering service excellence across client events, appointments and after‑sales journeys.
- Proven leadership and coaching skills with the ability to influence, motivate and develop teams.
- Highly organised, autonomous and results‑oriented, with meticulous attention to detail and high standards of quality.
- Excellent command of digital working tools and CRM processes; strong analytical sense for client data and KPIs.
- Discretion, elegance of demeanour and a service‑first mindset.
Skills
Experience
At least 6 years of progressive retail leadership experience in luxury or premium retail, including responsibility for client experience, events, after‑sales and team development.
Education
Bachelor's degree or equivalent professional experience in luxury retail, hospitality, business or a related discipline.
Workplace
The successful candidate will be located in Zurich, Zurich, Switzerland.
Culture
Hermès fosters a culture of craftsmanship, discretion and long‑term development, where service excellence and respect for artisanal know‑how are paramount. The workplace emphasises coaching, internal mobility and inclusive conduct while expecting high standards of presentation and client care.
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 «Boutique Customer Experience Manager», «Retail Experience Manager», «Client Experience Manager», «Store 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.