In Store Customer Experience Manager

General Role

As Hermès role models for the colleagues in store, the In Store Customer Experience Managers craft and strive to continuously improve the customer experience so that it embodies Hermès values and it aligns with the commercial strategy, to ensure clients have the most memorable journey in store and beyond.

Main responsibilities
- 1) Hermès Ambassador and Role Model
- Excel as Role Model of Hermès values and culture for all members of the team and develop other role models within the team, leading by example and sharing feedbacks.
- Actively contribute to make Hermès values come alive in all activities, including in the local community, making the store a place of surprise and emotions for customers.

2) In Store Customer Experience and Events
- Partner with other members of the Store Management team to develop the customer experience strategy.
- Ensure the most memorable customer experience from the very first contact with clients, providing feedback and coaching them when needed.
- Be responsible for an efficient queue management, supporting and supervising their team in coordinating and monitoring floor traffic.
- Assist clients during special occasions and events, develop initiatives to surprise customers, such as gifting, bespoke client communication initiatives, invites, etc.

3) Sales & Service
- Oversee the handling of all relevant customer services and requests that are transferred to their store, such as complaints, appointment requests, special and personalised orders, reservations and wishes, remote sales, etc.
- Support the team in challenging situations, encouraging them to evaluate customer requests received and proactively suggest alternative solutions when appropriate.
- Develop after sales strategies, aiming to continuously improve the customer experience through feedback and proposal.
- Be aware of aftersales processes, ensure compliance and excellent service by their team, assist clients during aftersales activities.
- Partner with store management to select and manage relevant external suppliers such as florists and catering and oversee availability of food, beverage and miscellaneous supplies.
- Supervise store archiving for relevant documents - following the local and Group internal control rules -, the allocation of staff uniforms.
4) People management
- Plan daily activities, assign tasks and set goals for the team and its individual members.
- Actively participate in recruitment activities in partnership with the leading team and in line with the HR strategy.
- Provide induction for new arrivals and ensure their full integration within the team.
- Define personal development objectives for team members, set expectations and targets, coaching them on improvement areas.
- People engagement: create a positive sense of team spirit, discipline and mutual respect, encouraging open communication.

Profile
- Bachelor’s and Master’s degree
- Experience in people management and customer service management;
- Used to performing a Brand Ambassador style role as well as demonstrating the skills and experience of a leading retail manager in a luxury environment;
- Good communication and networking skills, able to build good professional working relationships demonstrating the ability to work across cultures;
- Proactive, results-driven individual, demonstrating initiative and commercial creativity;
- Strong business sense with solid analytical and digital skills;
- High level of written and spoken English (French would be an advantage).
- An appreciation of the style and elegance of the house reflecting this in personal presentation.

About the Hermès Group

Hermès was born in Paris in 1837 as a laboratory of harnesses and saddles for horses: since then, six generations of artisans have explored new crafts, animated by a creative impulse, combined with beautiful and processed with care material.
Today Hermès is an international group committed to innovation in a subtle harmony between past, present and future. It is a company founded on high standard values of dedication to excellence and authenticity of its objects. An independent family house that pursues its French artisan tradition: Hermès creates, sells and manufactures beautiful, useful and durable objects.
The company brings together more than 17.000 employees in 50 countries; the Italian branch is located in Milan and provides the local support and management to the 11 Stores present in the country.
Hermes Italie was born in 1987 with the first store in Milan, 21 via Sant'Andrea. Since then the branch was opened and the continuous growth lead to the current retail presence in the country: 10 stores, including 2 seasonal openings and 2 flagship stores, located in Milan and Rome.
- Contract type:
Regular position
- Country:
Italy
- City:
Milano
- Job:
Sales Development & Retail Support
- Experience:
Minimum 6 years
- Company:
Hermès Italie