Client Experience Manager

We are currently seeking an experienced, dedicated, dynamic and service-focused Client Experience Manager to join our Cadogan Place store.

The Client Experience Manager's main mission is to elevate both customers and team experience in-store.

You have key partners, to work collaboratively with:


* Store Management - Store Manager and Department Managers,


* Client Experience Manager (Head Office).

With the Store Management, you are collectively working on defining and deploying the customer experience strategy for the store.

Insuring the constant CEX evolution, your aim is to bring greater customer experience through support, influencing and coaching the teams on CEX priorities.

Also, you are leader of the team experience, aiming for a fulfilling, motivating and self-developing journey for the store teams whilst working for the house.

Working closely with the Client Experience Manager, you will ensure service excellence in-store, deploying services and tools - Queuing Management, My Folio, Service Excellence Visits, Personalisation, Bespoke, Aftersales, Omnichannel etc.

You are the store Ambassador for the CX Community and Hermès Client Culture.

Key Responsibilities

Client Experience


* Managing the hosts team (hosts, pegasus, service support) to ensure our customers are Welcomed in Simplicity in our stores,


* Supporting the store team in handling the waiting time for our customers with the relevant tool and teams,


* Being an ambassador of the Hermès Client Culture, embodying our values with customers,


* Participating proactively to the Customer Experience Community monthly meeting, sharing initiatives and good practices,


* Liaising with the Customer Experience Manager for support to enhance initiatives or around any customers complaints in-store.


* Identify improvements within the customer journey, by working closely with the store teams (welcoming, aftersales, selling ceremony, payment stage etc.)


* Act as a support to the sales teams in developing their customer loyalty and experience in store


* Nurture opportunities the sales team have with clients, to offer bespoke experiences, whether in store or externally.

Seek to work closely with the CEX manager on these bespoke moments.


* Provide support, when needed, to the department mangers by consolidating guest lists for animations or events

Team Experience


* Create a welcoming environment for our employees to have a positive journey whilst working in store


* Ensure the in-store onboarding for newcomers is a smooth and seamless process where the employee has a charming welcome to the store and team environment,


* Together with store management, prepare the onboarding schedules and communication of new starters to the wider teams


* Be an ambassador of the Hermès Client Culture, sharing and demonstrating the core values of the house to newcomers and all team members,


* Build engagement initiatives within your s...