Client Data

Join to apply for the Client Data & Compliance Specialist role at Hermès.General RoleThe Client Data & Compliance Specialist is responsible for developing knowledge about Hermès’ customer base to foster relationships with existing clients and attract new ones, in alignment with the Maison’s values and practices. The role supports the Retail Department on CRM and client compliance-related activities, acting as the main point of contact for new initiatives and rollouts. With a client‑centric mindset it enhances stores’ CRM activity by providing insights and tools to support the regional strategy and targets. This position is part of the Retail Team of Hermès Italie, based at the Head Office in Milan. It reports to the Customer Experience Manager and interacts with all stores as well as other head office departments (e.g., Training, ICO, etc.). The main objective of the Retail Team is to provide all necessary support to Hermès stores, enabling them to achieve their sales objectives and deliver the best possible service to customers.Main ResponsibilitiesWork to ensure the quality and protection of customer dataActs as the main point of contact for Data Quality in the subsidiariesLeads and guides the community to ensure the highest level of data qualityContributes to data quality improvement projects by reporting tool enhancement needs to the Group’s Data Quality Management teamsLeads and carries out customer database “clean‑up” operationsEnsures proper use of customer data:Contributes, through expertise and personal insight, to shaping the vision for customer data usageEnsures appropriate use and protection of customer data, taking into account both GDPR regulations and business needsEnsures the relevance and responsible use of customer data, in line with Hermès’ distinctive modelEnhance our understanding of customer behaviors and preferencesFeed regional strategic thinking by sharing analytical insights and monthly reviewsIdentify KPIs that support decision‑making and monitor their evolutionHelp build relevant customer lists for customer activation initiatives (in‑store activities, events, clienteling, CRM campaigns)Monitor monthly targets and achievement of stores on CRM related topicsExtract and share with the retail team monthly CRM reports or queries (e.g. list of top clients, …)Conduct analysis on customer database to build up an action plan and identify useful insightsWork closely with Store Manager and Retail Team to improve the knowledge of our clients and how best to improve our relations with themSupport the deployment of Group data‑related projects within the subsidiaryEnsure proper understanding and organization around newly deployed projects (governance, implementation, action plans, resources, etc.)Support the rollout of large‑scale projects, such as an international customer profile and development of the CRM tools, acting as the main point of contact for stores and the subsidiaryAct as the main point of contact for the Customer Experience community on data and customer experience topicsProvide support to stores, the subsidiary, and the regionContribute to data‑related communications and support users in adopting and understanding analysesGather user needs and feedback and adopt a continuous improvement approach to ensure the relevance and enrichment of deployed tools and solutionsLead workshopsIdentify topics, escalates them to the Group, and inform the communityEnsure follow‑up on issue resolution, maintain an up‑to‑date tracking file, prioritize ticket resolution, and monitor proper handlingMonitor issues related to data and customer experienceSupport the subsidiary on client privacy and compliance related topicsEnsure that stores are always updated on GDPR and privacy related proceduresMonitor clients’ request through One Trust toolAct as point of reference for the store and for the group for the subsidiary One Trust activitySupport the Customer Experience Manager and the ICO department in performing client checks and controlProfileBachelor’s degree preferably with a communication, fashion management, marketing and economicsAt least 2 years of experience in similar role; previous experience in the retail sector or in customer relationship management is considered a plusFluency in Italian and English; French is a strong plusProven expertise in technical tools essential for the job like Excel and Power Point; Experience on Microsoft Dynamics is a plusStrong analytical approach and structured approachStrong communications skillsCapability of simultaneously managing multiple projects with different deadlinesStrong work ethic and affinity with Hermès valuesHermès engages positive and passionate people who own the following requirements:Excellent interpersonal and communication skills, with a customer service orientation;Team player mentality to build meaningful relationships and ability to work autonomously;Availability, flexibility and dynamism to function in a high‑pace environment;Determined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense.In Hermès diversity of experience and perspectives create a better work environment, we value, ensure and believe in gender equality, welcoming individuals of all backgrounds. Join the human adventure of HermèsCréateur, artisan et marchand d’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d’entreprendre continu et une exigence constante, Hermès cultive la liberté et l’autonomie de chacun grâce à un management responsable. L’entreprise perpétue la transmission de savoir‑faire d’exception par un ancrage territorial fort dans le respect des hommes et de la nature – source de matières d’exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde.#J-18808-Ljbffr