In-Store Experience Architect

Hermès; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Hermès in London seeks a Client Experience Manager to shape an in-store culture centered on the six guiding values: Welcome Simplicity, Inspiring Surprise, Bespoke Attention, Human Bonding, Story Sharing and Heartfelt Generosity.

You will work with Boutique Directors and Head Office CX to elevate client experience, coach teams, and deploy tools that ensure every touchpoint feels authentic, generous, and excellent.

Qualifications

• Minimum 3 years of proven management experience.
• Experience in luxury, hospitality, or high-end retail.
• Strong coaching and leadership abilities.
• CRM focus with excellent customer service.
• Excellent communication and interpersonal skills.
• Highly organised, flexible and reliable.
• Proficient with sales systems and Microsoft Office.

Responsibilities

• Champion the Hermès client culture in-store, ensuring every moment reflects our six guiding values.
• Act as ambassador of in-store experience, creating warmth and attention to detail.
• Partner with Boutique Management to define and deploy the in-store experience strategy.
• Oversee hosting and service teams to ensure seamless client flow and thoughtful queue management.
• Observe, analyse, and improve the client journey from welcome to aftersales.
• Collaborate with sales and service teams to nurture bespoke experiences and moments of surprise.
• Liaise with Head Office CX to implement tools and innovations aligning with GB CX strategy.
• Represent the Boutique within the CX community and support events and activations.

Skills

Leadership

Team development

Customer service

CRM

Communication

Interpersonal skills

Organisational skills

Coaching

Tools

Sales systems

Microsoft Office

Windows

Job description

Hermès in London seeks a Client Experience Manager to shape an in-store culture centered on the six guiding values: Welcome Simplicity, Inspiring Surprise, Bespoke Attention, Human Bonding, Story Sharing and Heartfelt Generosity.

You will work with Boutique Directors and Head Office CX to elevate client experience, coach teams, and deploy tools that ensure every touchpoint feels authentic, generous, and excellent.