Customer Experience Manager

2 settimane fa

Milano, Lombardia, Italia Hermès A tempo pieno

Main Responsibilities

Customer Excellence and Clienteling

  • Align with the In Store Customer Experience Manager on customer experience strategy, reviewing performance and providing feedback;
  • Monitor floor traffic, appointments, waiting times, etc through observation and ad hoc analysis to proactively suggest ideas to their managers for the continuous improvement of the customer experience;
  • Support Welcomists in challenging situations, intervening if required and escalating to Sales Team Supervisors when needed;
  • Support sales colleagues to ensure an excellent customer experience even during challenging and stressful situations such as: product unavailability, complaints, wish, etc;
  • Support Store Management in overseeing and updating the store calendar of events and appointments;
  • Assist clients during aftersales activities reassuring them throughout the whole process, acting as a reference point whenever needed.
  • Proactively support the development of a relevant customer portfolio through client discovery and bespoke experience;
  • Monitoring data analysis, proactively contributing to implementing the clienteling strategy;
  • Collect and update client data, in accordance with privacy policy and company procedures to continuously improve reachability and other relevant KPIs.

Operations

  • Maintain and develop relationships with external suppliers, such as florists and catering;
  • Ensure Welcomists monitor the supply of food & beverage, keeping the pantry and wet bar well stocked;
  • Liaise with operations team in coordinating Stock Supports activities such as online orders deliveries, after-sales pick ups, reservations deliveries.

People Management

  • Lead the team and provide ongoing feedback and coaching based on their needs;
  • Motivate team members recognizing individual results and team contribution, supporting their personal development;
  • Actively participate to team briefings, promoting engagement and information sharing.

Profile

  • Bachelor's degree preferably with a hospitality or fashion management focus;
  • Fluency in Italian and English. A third language will be considered an advantage;
  • Professional background: previous experience in similar positions, preferably in a luxury goods boutique or in hospitality, an international experience will be considered a plus;
  • Proficient with Excel / IT tools;
  • Excellent leadership attitude and ability to lead and motivate a team;
  • Professionalism, enthusiasm, dynamism, ease of integration and teamwork complete the profile.

Hermès 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.

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