In-Store Luxury Client Experience Lead

HERMES MAROQUINERIE-SELLERIE (HMS); Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

HERMES MAROQUINERIE-SELLERIE (HMS) in London seeks a Client Experience Manager to elevate in-store interactions across Hermès boutiques. You will partner with Boutique Directors and Head Office CX to embed the six guiding values and shape a culture of warmth, generosity, and craftsmanship.

Across client journeys, teams, and events you will coach, deploy tools, and advocate for exceptional service, ensuring every touchpoint feels personal, elegant, and human.

Qualifications

• Minimum 3 years of management experience in luxury retail.
• Experience in client experience, hospitality, or luxury retail management.
• Proven ability to coach and develop teams.
• CRM focus with strong customer service orientation.
• Excellent communication and interpersonal skills.

Responsibilities

• Champion the client culture across boutique operations.
• Collaborate with Boutique Management to define experience strategy.
• Oversee hosting and service teams for seamless client flow.
• Observe and improve the client journey from welcome to aftersales.
• Partner with sales to deliver bespoke experiences.
• Liaise with Head Office CX to implement tools and innovations.
• Represent the Boutique within the CX community.

Skills

Leadership

Client experience

Retail luxury

CRM

People development

Tools

CRM software

MS Office

Job description

HERMES MAROQUINERIE-SELLERIE (HMS) in London seeks a Client Experience Manager to elevate in-store interactions across Hermès boutiques. You will partner with Boutique Directors and Head Office CX to embed the six guiding values and shape a culture of warmth, generosity, and craftsmanship.

Across client journeys, teams, and events you will coach, deploy tools, and advocate for exceptional service, ensuring every touchpoint feels personal, elegant, and human.