In Store Customer Experience Supervisor

4 settimane fa

Milan, Italia Hermès A tempo pieno

GENERAL ROLE

As Hermès role models for the colleagues in store, In Store Customer Experience Supervisor support in developing and delivering the most memorable journey for clients, embodying the Brand values and leading their team to provide heartfelt and bespoke attention to customers.

MAIN RESPONSABILITIES 

Customer Excellence

Regularly 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 (. product returns, product changes, repairs, product reservations) reassuring them throughout the whole process, acting as a reference point whenever needed.

Clienteling

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.

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.

Operations

Maintain and develop relationships with external suppliers, such as florists and catering;  Ensure Welcomists monitor the supply of food & beverage (water, coffee, champagne, etc), 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.

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: strong career in similar positions, preferably in a luxury goods Boutique, an international experience will be considered a plus; Proficient with Excel / IT tools; Have 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 towards human values, passion and a strong aesthetic sense.

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