Head of Client Experience

Hermès

Sep 20, 2024

Applications are closed

Job
Full-time
Senior Level
Customer Relations
Sales & Business Development
London

Requirements

8+ years relevant experience in a retail environment
Will possess the gravitas to inspire and win the confidence of senior stakeholder
Strong project management and analytical skills
Cross-functional working skills and excellent communicator (both written and spoken) and collaborator across multiple levels of management and ability to work with diverse cultures
Practised and engaging when presenting complex strategies or creative concepts
Pragmatic with strong work ethic
Fluent in English; French is an advantage
Flexibility to work at weekends, and extended hours, to travel when events as required
An inspiring leader who will strongly contribute to their teams’ development

Responsibilities

Develop and implement client service strategies aligned with the organisation's objectives and work closely with the Retail Team, H.Com, Communication and Merchandising. Identify opportunities for experience improvement, efficiency, and memorable initiatives.
Build a global client strategy for the subsidiary
Understand clients connections with Hermès
Build, develop and lead a global client strategy to create and foster connections with clients while ensuring a development strategy per key métier and help building a stronger image
Ensure a memorable, emotionally compelling experience at all touch points
Consolidate the animations calendar, working in partnership with all relevant departments i.e. Retail team, Retail Merchandising, Communications
Propose CRM and clienteling initiatives
Coordinate commercial events in collaboration with Retail, Merchandising and Communications teams and initiate one-of-a-kind experiences for clients
Work closely with the store teams to invite clients, and follow-up
Support the stores & H.com to resolve client complaints
Identify, create and foster special connections with key clients
Work with Client Data Analyst to improve client data quality. Establish, maintain, and monitor KPIs and metrics to build better experience and nurturing moments
Support the stores to ensure qualitative and consistent data collection and help them deepen theirs clients knowledge
Train the store teams, in line with GDPR regulations
Provide in-depth and customised analyses, to collaborate with the organisation
Monitors CRM Activity and Database quality to foster relationship with actual clients and to recruit new ones.
Act as the referent for the UK stores and the CRC, work closely with the CRC Manager to ensure a smooth and consistent experience for our clients (in store, online and over the telephone). Work hand-in-hand with the client Relations Centre
Work closely with the Operations Manager/Store Managers to implement new Omnichannel solutions and ensure optimal use in store
Build and animate the Experience Manager’s community
Collaborate with the Learning & Development BP to create and co-animate training programmes
Work very closely with Store Managers & H.Com to identify areas of improvement and propose action plans
In close collaboration with Retail Operations, oversee the roll-out of new services or improve existing ones: product customisation, deliveries, payment solutions, aftercare, etc.
Take new initiatives locally to improve the already existing client gestures, offer services that will surprise the client and ease the client life, and pilot or implement projects from Hermès International and give feedback
Supports stores to nurture a client centric culture and service of excellence mindset.
Ensure that the team are monitoring service excellence surveys and set-up the client experience KPIs to identify pain points and areas of improvements
Follow up with Store Directors and Managers team to ensure bi-annual uniform orders are completed
Encourage the team to develop and continually review the grooming and etiquette guidelines and ensure all are demanding in maintaining standards
Ensure Store Managers are on top of etiquette grooming etc.
Share best practices, challenge the existing, propose new initiatives and get inspiration from others
Show proactivity to build relationships across all teams from Hermès International, Europe and Métiers in order to create synergies and promote change

FAQs

What is the primary purpose of the Head of Client Experience role?

The Head of Client Experience is responsible for developing the overall client experience, enhancing the quality of in-store sales teams’ relationships with clients, and ensuring the relevance of communication initiatives, with a focus on providing memorable and emotionally compelling experiences.

What kind of experience is required for this position?

A minimum of 8+ years of relevant experience in a retail environment is required.

Is proficiency in languages other than English necessary for this role?

While fluency in English is mandatory, proficiency in French is considered an advantage.

Will the Head of Client Experience interact with other departments?

Yes, the role involves working closely and transversally with teams in Retail, H.Com, Communication, and Merchandising to ensure overall alignment.

How is success measured in this role?

Success is measured by establishing, maintaining, and monitoring client service standards, KPIs, and metrics to ensure client satisfaction, while respecting Hermès philosophy and culture.

Does the role require travel?

Yes, the Head of Client Experience is expected to be flexible and travel for events as required.

Is managing a team part of the responsibilities?

Yes, the role involves leading and managing the client experience management team and supporting store teams.

Will the Head of Client Experience be responsible for resolving client complaints?

Yes, the role includes working closely with store teams and H.Com to resolve client complaints and ensure service excellence.

What kind of initiatives will the role focus on developing?

The role will focus on developing CRM and clienteling initiatives, as well as coordinating commercial events and one-of-a-kind experiences for clients.

Is training a part of the responsibilities for this role?

Yes, the Head of Client Experience will collaborate with the Learning & Development BP to create and co-animate training programs for store teams.

Hermès

Everyone is an artisan, Hermès is recruiting

Retail & Consumer Goods

Industry

10,001+

Employees

1837

Founded Year

Mission & Purpose

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs more than 16,600 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 presence that respects people and nature, a source of exceptional materials. Sixteen artisanal métiers nurture the creativity of the house, whose collections are presented in over 300 stores around the world.