Customer Experience Team Leader

* Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention


* Analyze client buying behavior to identify trends and patterns in the client lifecycle and provide valuable insights to drive business performance


* Maximize engagement opportunities by offering personalized or special occasion gifting to create exclusive and impactful client experiences


* Design & create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships


* Monitor and track KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement


* Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management


* Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations


* Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement


* Liaise Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team


* Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences

"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide.

Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management.

The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources.

Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"