Client Experience Manager Harrods

Role Mission

The Client Experience Manager plays a pivotal role in shaping a culture of exceptional in-store experience - one that places the client at the centre of every interaction and reflects the timeless spirit of Hermès.

Working closely with the Boutique Directors and in collaboration with the Head Office Client Experience (CX) team, this role ensures that the client experience is elevated through the six guiding values of the House:


* Welcome Simplicity


* Inspiring Surprise


* Bespoke Attention


* Human Bonding


* Story Sharing


* Heartfelt Generosity

Acting as both guardian and enabler of these values, the Client Experience Manager continuously refines how they are expressed and lived within the Boutique - ensuring harmony between client experience, team experience, and the unique Hermès environment.

A key aspect of the role is to observe, assess, and nurture how the Hermès experience is embodied by our teams and perceived by our clients.

Through coaching, support, and the adoption of innovative tools, the Client Experience Manager ensures that every touchpoint - from welcome to farewell - radiates authenticity, generosity, and excellence.

Key Responsibilities

Client Experience & Culture


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


* Act as the ambassador of in-store experience, creating an atmosphere of simplicity, warmth, and attention to detail.


* Partner with Boutique Management to define, deploy, and continuously enhance the in-store experience strategy.


* Oversee the hosting and service support teams to ensure seamless client flow and thoughtful queue management.


* Observe, analyse, and propose improvements to the client journey - from the initial welcome to aftersales - ensuring it remains fluid, elegant, and human.


* Collaborate with sales and service teams to nurture bespoke experiences and moments of surprise that reflect Hermès artistry and care.


* Liaise with the Head Office CX team to implement new tools, innovations, and service enhancements, ensuring alignment with the GB CX strategy.


* Represent the Boutique within the wider CX community, sharing initiatives and insights that contribute to the collective evolution of Hermès experience.


* Support Boutique events and activations, ensuring each moment expresses the Hermès spirit of craftsmanship and heartfelt generosity.

Team Experience & Development


* Create a welcoming and empowering environment where every team member feels valued, supported, and inspired.


* Partner with Boutique Management and Head Office Client Experience (CX) team to design and deliver an engaging onboarding journey for newcomers, reflecting the Hermès approach to hospitality and care.


* Coach and mentor teams to bring the Hermès values to life in their daily interactions with clients and colleagues.


* Build and sustain team morale t...