Director of Client Experience, Maison Madison Flagship

The Team:

The Hermès Maison Madison Flagship Boutique opened in 1983 and focuses on providing extraordinary service to clients as a part of the New York Region.

This position will report to the Managing Vice President, New York Region and will work collaboratively with the Sales Team and the Customer Development and Client Relations Management (CDCRM) Team to support the client experience in a fast-paced, luxury environment.

The Opportunity:

The Director of Client Experience is responsible for supervising the Manager of Client Experience and Service, as well as overseeing a full team of Hospitality Ambassadors.

This role will also work collaboratively with the Floor Directors to develop the client development journey for Maison Madison via CRM, events, service initiatives, and training.

The Director will develop and implement strategies to drive sales while ensuring seamless selling ceremonies and delivering the best client experience possible.

The Director will also be responsible for overseeing components of client segmentation and client capture strategy.

All other duties as assigned by the supervisor.

About the Role:


* Develop a client development strategy for key customer segments of Maison Madison in partnership with the corporate Client Development and CRM teams


* Review client segmentation to measure progress in client development through client visits and non-leather spend


* Collaborate with auxiliary food services groups for Madison ensuring the hospitality team is able and consistent with delivering the best client experience possible.


* Perform regular touch bases with the selling team to understand client needs, identify opportunities, and coach team members on developing client relationships in accordance with Hermès expectations.


* Ensures mutual trust, respect, and cooperation among all members of the team, works closely with selling teams and colleagues on developing client development initiatives for the Maison


* Partner with the Talent Development team to identify training opportunities and develop relevant selling ceremony and client experience modules


* Coach to the continued rollout of H2C during touch bases with the team, store/ floor meetings, and recognition of excellent service


* Work closely with the Client Experience/Hospitality team to create elevated and bespoke client experiences


* Partner with Corporate Client Development and CRM team to manage and coordinate exceptional local and international experiences for clients


* Support outreach during key moments and holidays to develop relationships— provide outreach lists, email/ texting templates as needed


* Analyze customer data and identify opportunities for growth while providing insights to support sales growth and maximize customer retention.


* Monitor and coach to Client Capture rate including consistency of capture, quality of data, client opt-in status, and compliance with Client Data Prote...