Luxury Client Experience Lead

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

Job summary

Hermès in London seeks a Client Experience Manager to elevate in-store culture, aligning every interaction with Hermès values. You will work with Boutique Directors and the Head Office CX team to craft a hospitality-driven client journey, coach teams, and lead events that showcase craftsmanship and generosity.

The role demands a customer-centric leader with luxury retail experience, strong communication, and the ability to balance daily operations with strategic CX initiatives.

Qualifications

• Minimum 3 years of proven management experience in client experience, hospitality, or luxury retail environments.
• Experience in high-end luxury, 5-star hotels, or private members clubs is preferred for an Experience Manager role.
• Ability to coach, inspire, and develop teams to reflect the Hermès values in daily interactions.
• Proven ability to design and execute bespoke client events with creativity and precision.
• Background in client-facing roles with strong customer service and CRM focus.

Responsibilities

• Champion the Hermès Client Culture in-store, ensuring every moment reflects the six guiding values.
• Act as ambassador of in-store experience with warmth, attention to detail, and simplicity.
• Partner with Boutique Management to define and deploy in-store experience strategy.
• Oversee hosting and service teams to ensure seamless client flow and thoughtful queue management.
• Observe and propose improvements to the client journey from welcome to aftersales.
• Collaborate with sales and service teams to nurture bespoke experiences and moments of surprise.

Skills

Client experience

Team leadership

Coaching

Retail management

Luxury retail

People skills

CRM focus

Tools

Sales systems

Microsoft Office

Windows

Job description

Hermès in London seeks a Client Experience Manager to elevate in-store culture, aligning every interaction with Hermès values. You will work with Boutique Directors and the Head Office CX team to craft a hospitality-driven client journey, coach teams, and lead events that showcase craftsmanship and generosity.

The role demands a customer-centric leader with luxury retail experience, strong communication, and the ability to balance daily operations with strategic CX initiatives.