Customer Experience Manager

6 giorni fa

Milano, Lombardia, Italia Hermès A tempo pieno

Job Summary

The Customer Experience Manager at Hermès leads and supports the team in developing and delivering exceptional customer experiences, embodying the brand's values and leading their team to provide personalized attention to clients.

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.

Requirements

  • 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 Values

  • 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.

  • Customer Experience Manager

    1 giorno fa

    Milano, Lombardia, Italia Edtech France A tempo pieno

    About the RoleAs our Customer and Tutor Value Manager, you will play a pivotal role in shaping our customer experience by managing end-to-end customer value management (CVM) programs that drive tangible business results.Key ResponsibilitiesOversee the complete lifecycle of CVM initiatives, from crafting business cases to executing campaigns and analyzing...

  • Customer Experience Manager

    7 giorni fa

    Milano, Lombardia, Italia GoStudent GmbH A tempo pieno

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at GoStudent GmbH. As a key member of our organization, you will be responsible for driving customer satisfaction and retention through the development and execution of comprehensive customer value management (CVM) programs.Key ResponsibilitiesDevelop and implement...

  • Customer Experience Manager

    4 giorni fa

    Milano, Lombardia, Italia GoStudent A tempo pieno

    About the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at GoStudent. As a key member of our organization, you will be responsible for driving customer satisfaction and retention through the development and execution of comprehensive customer value management (CVM) programs.Key ResponsibilitiesDevelop and Implement CVM...

  • Omnichannel Customer Experience Manager

    7 giorni fa

    Milano, Lombardia, Italia Sisal A tempo pieno

    About Us:Sisal is a leading gaming and betting company with a rich history dating back to 1945. As a government licensee, we have been at the forefront of the industry, and our commitment to responsible gaming has earned us a reputation as a leader in the field.We are part of Flutter Entertainment plc, the world's largest online sports betting and iGaming...

  • Customer and Value Experience Manager

    6 giorni fa

    Milano, Lombardia, Italia GoStudent GmbH A tempo pieno

    About the RoleWe are seeking a highly skilled Customer and Value Experience Manager to join our team at GoStudent GmbH. As a key member of our organization, you will be responsible for driving customer satisfaction and retention in a dynamic and fast-paced environment.Key ResponsibilitiesOversee the complete lifecycle of customer value initiatives, from...

  • Customer and Value Experience Manager

    6 giorni fa

    Milano, Lombardia, Italia GoStudent GmbH A tempo pieno

    About the RoleWe are seeking a highly skilled Customer and Value Experience Manager to join our team at GoStudent GmbH. As a key member of our organization, you will be responsible for driving customer satisfaction and retention in a dynamic and fast-paced environment.Key ResponsibilitiesOversee the complete lifecycle of customer value initiatives, from...

  • Operations Manager

    6 giorni fa

    Milano, Lombardia, Italia Sitel A tempo pieno

    About the RoleWe are seeking a highly skilled and experienced Operations Manager to join our team at Sitel Group. As an Operations Manager, you will be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.Key ResponsibilitiesManage first-line supervisors that are...

  • Operations Manager

    6 giorni fa

    Milano, Lombardia, Italia Sitel A tempo pieno

    About the RoleWe are seeking a highly skilled and experienced Operations Manager to join our team at Sitel Group. As an Operations Manager, you will be responsible for managing a full operation, providing leadership and direction to a number of teams in order to achieve Client and Corporate goals.Key ResponsibilitiesManage first-line supervisors that are...

  • Store Manager

    6 giorni fa

    Milano, Lombardia, Italia PDPAOLA A tempo pieno

    Job DescriptionPDPAOLA is seeking a highly motivated and experienced Store Manager to join our team in Milan. As a Store Manager, you will be responsible for leading a team of sales associates and ensuring that our customers receive an exceptional shopping experience.Key ResponsibilitiesCustomer Service: Provide premium and exceptional customer service,...

  • Store Manager

    1 settimana fa

    Milano, Lombardia, Italia PDPAOLA A tempo pieno

    Job DescriptionPDPAOLA is seeking a highly motivated and experienced Store Manager to join our team in Milan. As a Store Manager, you will be responsible for leading a team of sales associates and ensuring that our customers receive an exceptional shopping experience.Key ResponsibilitiesCustomer Service: Provide premium and exceptional customer service,...

  • Customer Experience Specialist

    6 giorni fa

    Milano, Lombardia, Italia Burberry Limited A tempo pieno

    About Burberry LimitedBurberry Limited is a purpose-driven, values-based brand that believes in the power of creativity to unlock new possibilities. Our core belief, established since our founding in 1856, is to provide an environment where diverse creative minds can thrive, bringing a wide range of skills and experiences to everything we do.Job PurposeAs a...

  • Customer Experience Specialist

    6 giorni fa

    Milano, Lombardia, Italia Burberry Limited A tempo pieno

    About Burberry LimitedBurberry Limited is a purpose-driven, values-based brand that believes in the power of creativity to unlock new possibilities. Our core belief, established since our founding in 1856, is to provide an environment where diverse creative minds can thrive, bringing a wide range of skills and experiences to everything we do.Job PurposeAs a...

  • Customer Experience Specialist

    6 giorni fa

    Milano, Lombardia, Italia Too Good To Go A tempo pieno

    About the RoleWe are seeking an exceptional Customer Experience Specialist to join our team at Too Good To Go. As a key member of our Customer Experience team, you will be responsible for providing top-notch customer service to our partners and customers, ensuring they receive outstanding support and guidance.Key ResponsibilitiesProvide efficient and...

  • Customer Experience Specialist

    6 giorni fa

    Milano, Lombardia, Italia Too Good To Go A tempo pieno

    About the RoleWe are seeking an exceptional Customer Experience Specialist to join our team at Too Good To Go. As a key member of our Customer Experience team, you will be responsible for providing top-notch customer service to our partners and customers, ensuring they receive outstanding support and guidance.Key ResponsibilitiesProvide efficient and...

  • Esperto in Customer Experience

    7 giorni fa

    Milano, Lombardia, Italia Michael Page A tempo pieno

    Descriviamo il ruolo:La nostra azienda, Michael Page, è una società di consulenza di carriera che opera nel settore della tecnologia e dell'innovazione. Siamo alla ricerca di un Esperto in Customer Experience che possa aiutarci a migliorare l'esperienza del cliente.Le tue responsabilità:Analizzare i dati relativi all'esperienza del cliente per...

  • Customer Experience Strategy Lead

    4 settimane fa

    Milano, Lombardia, Italia Brambles A tempo pieno

    Overview Role Objective This position plays a pivotal role in Brambles' transformative efforts to enhance the Customer Experience across the organization. The individual in this role will significantly impact how we assess and influence customer interactions throughout their journey. The primary responsibility involves the creation and upkeep of...

  • Customer Experience Ambassador

    6 giorni fa

    Milano, Lombardia, Italia Too Good To Go A tempo pieno

    About the RoleWe are seeking an exceptional Customer Experience Specialist to join our Global Customer Experience team at Too Good To Go. As a key member of our team, you will be responsible for providing outstanding customer service to our users and partners, ensuring they receive efficient and friendly support.Key ResponsibilitiesMain Point of Contact: You...

  • Customer Experience Ambassador

    6 giorni fa

    Milano, Lombardia, Italia Too Good To Go A tempo pieno

    About the RoleWe are seeking an exceptional Customer Experience Specialist to join our Global Customer Experience team at Too Good To Go. As a key member of our team, you will be responsible for providing outstanding customer service to our users and partners, ensuring they receive efficient and friendly support.Key ResponsibilitiesMain Point of Contact: You...

  • Customer Experience Specialist

    1 settimana fa

    Milano, Lombardia, Italia Civista Bancshares, Inc. A tempo pieno

    Job SummaryCivista Bancshares, Inc. is seeking a skilled Relationship Banker to join our team. As a key member of our banking team, you will be responsible for building and maintaining strong relationships with our customers, providing exceptional customer service, and identifying opportunities to expand our banking relationships.Key ResponsibilitiesCustomer...

  • Pomellato CRM Manager

    7 giorni fa

    Milano, Lombardia, Italia Pomellato A tempo pieno

    About the RolePomellato, a leading luxury jewelry brand, is seeking an experienced CRM Manager to join our Japan team. As a key member of our sales team, you will play a pivotal role in managing our Customer Relationship Management (CRM) system to enhance the overall customer experience and drive long-term growth.Key ResponsibilitiesDevelop and execute CRM...