Client Experience Manager

Overview

The Client Experience Manager (CX Manager) leads the Canadian strategy to deliver emotionally compelling interactions that reflect the brand's heritage of craftsmanship and enchantment.

They oversee CRM initiatives and clienteling standards while ensuring regional operations align perfectly with global group policies.

A major focus includes hosting key clients at exclusive events and traveling to major Hermès gatherings to cultivate authentic, long-term relationships.

By analyzing data and KPIs, the manager guides cross-functional teams in Retail and Operations to maintain superior service quality and data accuracy.

Success in this role requires a deep commitment to the "Made in Hermès" philosophy and the leadership skills to resolve complex client issues with precision.

Key Responsibilities

Strategy


* Develop cross-functional client strategies that meet brand objectives and identify and implement high-impact, emotionally compelling service improvements


* Build a global client strategy for the subsidiary:
+ Understand client connections with Hermès
+ Lead global client strategies to enhance brand image and category development
+ Ensure a memorable, emotionally compelling experience at all touch points, including after-sales

Maintain Client Relationships:


* Manage the animations calendar and unique client events cross-departmentally


* Propose and drive initiatives to deepen client engagement


* Coordinate commercial events in collaboration with Retail, Operations, Merchandising and Communications teams and initiate one-of-a-kind experiences for clients


* Support stores and H.com teams with client outreach, follow-ups, and complaint resolution


* Identify, create and foster special connections with key clients


* Implement and standardize a Client Engagement Model for the sales team:
+ Establish clear expectations for client outreach cadence and follow up protocols
+ Appointment strategy with personalized experiences

Communication Initiatives :


* Partner with analysts to optimize data quality and monitor performance KPIs


* Educate teams on qualitative data collection and GDPR compliance


* Deliver customized data insights and monitor database quality to drive client retention and recruitment strategies


* Partner with analysts to optimize data quality and monitor performance KPIs

Omnichannel Client Experience:


* Be the point of reference for the Canada stores and the CRC, working closely with the Ecommerce team to ensure a smooth and consistent experience for clients


* Work closely with the managers to implement new Omnichannel solutions and ensure optimal use in store

Support store/H.com teams


* Build and animate the Experience Manager's community


* Collaborate with the Learning & Development BP to create and co-animate training programs


* Collaborate with managers to identify improvements and exec...