Customer Experience Manager

1 settimana fa

Milano, Lombardia, Italia Hermès A tempo pieno

Main Responsibilities

Customer Excellence and Clienteling

  • Collaborate with the In Store Customer Experience Manager to develop and implement customer experience strategies, ensuring alignment with company goals.
  • Monitor store traffic, appointments, and waiting times to identify opportunities for improvement and suggest enhancements to management.
  • Support Welcomists in challenging situations, providing guidance and escalating issues to Sales Team Supervisors as needed.
  • Assist sales colleagues in delivering exceptional customer experiences, even in high-pressure situations such as product unavailability or complaints.
  • Work with Store Management to oversee and update the store calendar of events and appointments.
  • Provide exceptional customer service during aftersales activities, serving as a reference point for clients.
  • Proactively develop a relevant customer portfolio through client discovery and bespoke experiences.
  • Analyze data to inform clienteling strategies and contribute to their implementation.
  • Collect and update client data, ensuring compliance with privacy policies and company procedures.

Operations

  • Maintain and develop relationships with external suppliers, such as florists and catering services.
  • Ensure Welcomists monitor the supply of food and beverages, keeping the pantry and wet bar well stocked.
  • Coordinate with the operations team to manage Stock Supports activities, including online orders deliveries, after-sales pickups, and reservations deliveries.

People Management

  • Lead the team, providing ongoing feedback and coaching to support their growth and development.
  • Motivate team members by recognizing individual achievements and team contributions, supporting their personal development.
  • Participate in team briefings, promoting engagement and information sharing.

Requirements

  • Bachelor's degree in hospitality or fashion management, or a related field.
  • Fluency in Italian and English, with a third language considered an asset.
  • Professional background in similar positions, preferably in luxury goods or hospitality, with international experience a plus.
  • Proficiency in Excel and IT tools.
  • Excellent leadership skills and ability to motivate a team.
  • Professionalism, enthusiasm, dynamism, ease of integration, and teamwork are essential.

Hermès seeks passionate and dedicated individuals who embody the following qualities:

  • Excellent interpersonal and communication skills, with a customer service orientation.
  • Team player mentality to build meaningful relationships and work autonomously.
  • Availability, flexibility, and dynamism to thrive in a fast-paced environment.
  • Dedication to a people-centric retail project, requiring a strong sense of human values, passion, and aesthetic sense.

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