Customer Experience Team Lead

3 settimane fa


Milano, Lombardia, Italia Hermès A tempo pieno

Leadership Role

The Customer Experience Team Lead is a key position within Hermès that requires a strong leader to oversee the development and delivery of exceptional customer experiences in-store. Reporting to the In Store Customer Experience Manager, this role involves aligning with the team to deliver memorable customer journeys that embody the Hermès brand values.

Main Responsibilities

  • Lead and support the team in developing and delivering a customer-centric strategy
  • Monitor floor traffic, appointments, and waiting times to identify opportunities for improvement
  • Support Welcomists in challenging situations and escalate to Sales Team Supervisors when needed
  • Support sales colleagues to ensure an excellent customer experience during stressful situations
  • Liaise with Store Management to oversee and update the store calendar of events and appointments
  • Proactively support the development of a relevant customer portfolio through client discovery and bespoke experience

Requirements

  • Bachelor's degree in a relevant field (hospitality or fashion management)
  • Fluency in Italian and English (a third language is an advantage)
  • Professional background in a similar position, preferably in a luxury goods boutique or hospitality
  • Excellent leadership attitude, ability to lead and motivate a team, and proficiency with Excel/IT tools

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