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Customer Experience Supervisor

2 mesi fa

Milano, Lombardia, Italia HERMES ITALIE S.P.A. A tempo pieno
About the Role

The In-Store Customer Experience Supervisor is a key position within Hermès Italia S.P.A., responsible for leading and supporting the team in delivering exceptional customer experiences. This role embodies the brand's values and serves as a role model, inspiring colleagues to provide heartfelt and bespoke attention to customers.

Main ResponsibilitiesCustomer Excellence and Clienteling
  1. Collaborate with the In-Store Customer Experience Manager to align customer experience strategies, review performance, and provide feedback.
  2. Monitor floor traffic, appointments, and waiting times to proactively suggest ideas for continuous improvement.
  3. Support Welcomists in challenging situations, intervening when necessary and escalating to Sales Team Supervisors when required.
  4. Assist sales colleagues in ensuring an excellent customer experience during challenging situations, such as product unavailability or complaints.
  5. Support Store Management in overseeing and updating the store calendar of events and appointments.
  6. Assist clients during aftersales activities, providing reassurance throughout the process and serving as a reference point when needed.
  7. Proactively support the development of a relevant customer portfolio through client discovery and bespoke experiences.
  8. Monitor data analysis, contributing to the implementation of the clienteling strategy.
  9. Collect and update client data, adhering to privacy policies and company procedures to improve reachability and other relevant KPIs.
Operations
  1. Maintain and develop relationships with external suppliers, such as florists and catering services.
  2. Ensure Welcomists monitor the supply of food and beverages, keeping the pantry and wet bar well stocked.
  3. Liaise with the operations team to coordinate Stock Supports activities, including online orders deliveries, after-sales pickups, and reservations deliveries.
People Management
  1. Lead the team, providing ongoing feedback and coaching based on individual needs.
  2. Motivate team members by recognizing individual results and team contributions, supporting their personal development.
  3. Actively participate in team briefings, promoting engagement and information sharing.
Requirements
  1. Bachelor's degree, preferably with a focus on hospitality or fashion management.
  2. Fluency in Italian and English, with a third language considered an advantage.
  3. Professional background in similar positions, preferably in luxury goods boutiques or hospitality, with international experience a plus.
  4. Proficiency in Excel and IT tools.
  5. Excellent leadership attitude and ability to lead and motivate a team.
  6. Professionalism, enthusiasm, dynamism, ease of integration, and teamwork are essential.