Customer Experience Team Lead
3 settimane fa
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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