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 plays a pivotal role in cultivating a culture of excellence within the stores - one that places both the client and the team at the heart of every moment.

This hybrid role combines two complementary missions:


* Client Experience (approx.

80%) - Elevating the in-store experience through the six Hermès values and ensuring they are lived authentically by our teams.


* Client Relationship Management (approx.

20%) - Supporting the store in nurturing long-term client relationships through meaningful engagement, insight, and care.

Working closely with the Store Directors and the Head Office Client Experience (CX) team, the role ensures that the store embodies a uniquely Hermès experience - refined, human, generous, and connected.

Through leadership, coaching, analysis, and storytelling, the Client Experience & Development Manager ensures that every touchpoint - for both clients and teams - reflects our six guiding values:


* Welcome Simplicity


* Inspiring Surprise


* Bespoke Attention


* Human Bonding


* Story Sharing


* Heartfelt Generosity

Key Responsibilities

Client Experience & Culture


* Champion the Hermès Client Culture in-store, ensuring that every experience reflects our six guiding values


* Act as the ambassador of in-store experience, creating an atmosphere of warmth, attentiveness, and authenticity.


* Partner with Store Management to define, deploy, and evolve the in-store experience strategy, ensuring alignment with the GB CX strategy.


* Observe, analyse, and refine the client journey across all touchpoints - from welcome to farewell - ensuring a seamless, elegant, and emotionally engaging experience.


* Lead and inspire the hosting and service support teams to deliver experiences rooted in simplicity and heartfelt generosity.


* Collaborate with sales and service teams to design bespoke experiences that express the Hermès spirit and celebrate craftsmanship and creativity.


* Ensure effective use of CX tools (queuing systems, personalisation, aftersales, service excellence visits, omnichannel services) to enhance daily operations.


* Represent the store/s within the CX Community, sharing insights and best practices to inspire continuous improvement.


* Work closely with the Head Office CX team to adopt and embed new initiatives, innovations, and digital tools that enrich the client experience.


* Support and coordinate store events, activations, and in-store storytelling moments that bring the Hermès universe to life.


* Lead the submission process for the monthly Celebration and Sharing Breakfast, working with Store Management to identify and propose teams or individuals who best embody the Hermès values

Team Experience & Development


* Create an environment where every team...