Client Experience Manager

Hermès; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A luxury retail company is looking for a dedicated Client Experience Manager for its Cadogan Place store. This role focuses on enhancing customer and team experience in-store, requiring a minimum of 3 years management experience. The ideal candidate will support and develop store teams, manage customer interactions, and uphold the company’s values. Strong leadership and exceptional communication skills are essential for fostering a positive environment and delivering high-quality service.

Qualifications

• Proven management experience demonstrating strong leadership.
• Background in client-facing role with strong customer service focus.
• Experience in high-end hospitality establishments is desirable.

Responsibilities

• Manage the hosts team to ensure an exemplary customer welcome.
• Support in handling customer waiting times with relevant tools.
• Act as an ambassador of the Hermès Client Culture.

Skills

Leadership and team development

Strong customer service skills

Excellent communication skills

Proficiency in IT systems

Education

3+ years of management experience in relevant fields

Tools

Microsoft Office

Job description

We are currently seeking an experienced, dedicated, dynamic and service-focused Client Experience Manager to join our Cadogan Place store.

The Client Experience Manager’s main mission is to elevate both customers and team experience in-store.

You have key partners, to work collaboratively with:

• Store Management – Store Manager and Department Managers,
• Client Experience Manager (Head Office).

With the Store Management, you are collectively working on defining and deploying the customer experience strategy for the store. Insuring the constant CEX evolution, your aim is to bring greater customer experience through support, influencing and coaching the teams on CEX priorities. Also, you are leader of the team experience, aiming for a fulfilling, motivating and self‑developing journey for the store teams whilst working for the house.

Working closely with the Client Experience Manager, you will ensure service excellence in-store, deploying services and tools – Queuing Management, My Folio, Service Excellence Visits, Personalisation, Bespoke, Aftersales, Omnichannel etc. You are the store Ambassador for the CX Community and Hermès Client Culture.

Key Responsibilities

Client Experience

• Managing the hosts team (hosts, pegasus, service support) to ensure our customers are Welcomed in Simplicity in our stores,
• Supporting the store team in handling the waiting time for our customers with the relevant tool and teams,
• Being an ambassador of the Hermès Client Culture, embodying our values with customers,
• Participating proactively to the Customer Experience Community monthly meeting, sharing initiatives and good practices,
• Liaising with the Customer Experience Manager for support to enhance initiatives or around any customers complaints in-store.
• Identify improvements within the customer journey, by working closely with the store teams (welcoming, aftersales, selling ceremony, payment stage
• Act as a support to the sales teams in developing their customer loyalty and experience in store
• Nurture opportunities the sales team have with clients, to offer bespoke experiences, whether in store or externally. Seek to work closely with the CEX manager on these bespoke moments.
• Provide support, when needed, to the department mangers by consolidating guest lists for animations or events

Team Experience

• Create a welcoming environment for our employees to have a positive journey whilst working in store
• Ensure the in‑store onboarding for newcomers is a smooth and seamless process where the employee has a charming welcome to the store and team environment,
• Together with store management, prepare the onboarding schedules and communication of new starters to the wider teams
• Be an ambassador of the Hermès Client Culture, sharing and demonstrating the core values of the house to newcomers and all team members,
• Build engagement initiatives within your store and with the wider community of Experience Managers to ensure both an aligned yet personalised approach to Team Experience
• Utilise long serving staff as a point of reference, in trainings, to share their know‑how and valuable experience, in turn empowering them
• Consider ways to enhance the employee experience in store by listening to the team needs, identifying areas of development around team spirit, coming up with actions which can be implemented to keep morale and energy high,
• Work with the store management teams to identify areas of improvement overall and/or around individuals,
• Consider the physical work environment and identify ways to enhance and elevate the spaces for the teams,
• Be an ambassador for Mental Wellbeing in store and train to become a Mental Health First Aider,
• Liaise with HR for support to enhance initiatives or around employee wellbeing concerns.

Competencies

• At least 3 years of proven management experience demonstrating strong leadership and team development
• Experience in 5‑star hotels or private members clubs, ideally in an Experience Manager capacity
• Skilled in orchestrating emotions to ensure every client feels seen, surprised and truly special.
• The ability to orchestrate emotions so that every client leaves feeling seen, surprised, and truly special
• Proven ability to design and execute bespoke client events with creativity and precision
• Background in client facing role with strong customer service and CRM focus
• Client and service‑oriented with excellent communications and interpersonal skills
• Highly organised, flexible and reliable.
• Proficient in IT systems including sales systems, Microsoft Office, and Windows etc.
• A proactive team player with capacity to work autonomously
• Professional with ability to work efficiently and accurately under pressure

Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.