Customer Experience Manager (Pacific Place) / Customer Experience Team Leader (Elements)

Hermes Paris; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Hermes Paris in Hong Kong seeks a seasoned client engagement lead to enhance recruitment, engagement and retention across luxury retail channels. You will analyze buying behavior, craft personalized experiences, and design tools to support the Sales team in sustaining loyalty and relationships.

You will also drive KPI monitoring, collaborate on in-store events, analyze performance, and support product launches with targeted outreach to VIP clients.

Qualifications

• Bachelor’s degree with at least 6 years in luxury retail or related field.
• Strong business sense and ability to leverage insights to improve performance.
• Proven leadership and ability to inspire teams and deliver excellent service.
• Team player, service oriented, self-motivated.
• Excellent communication and interpersonal skills.
• Proficient in MS Office.
• Fluent in English and Chinese (Mandarin and Cantonese); French a plus.

Responsibilities

• Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention
• Analyze client buying behavior to identify trends and provide insights to drive business performance
• Maximize engagement by offering personalized gifting to create exclusive client experiences
• Design and create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships
• Monitor KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement
• Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management
• Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations
• Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement
• Liaise Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team
• Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences

Skills

Client engagement

Leadership

Team collaboration

Communication

MS Office

English & Chinese

French (nice to have)

Education

Bachelor's degree

Job description

Responsibilities:

• Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention
• Analyze client buying behavior to identify trends and patterns in the client lifecycle and provide valuable insights to drive business performance
• Maximize engagement opportunities by offering personalized or special occasion gifting to create exclusive and impactful client experiences
• Design & create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships
• Monitor and track KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement
• Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management
• Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations
• Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement
• Liaise Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team
• Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences

Requirements:

• Tertiary educated with minimum 6 years of relevant experience in luxury retail or a similar capacity
• Strong business sense and practical know-how in managing and driving customer relationships, leveraging insights to enhance business performance
• Possess the ability to lead and inspire teams, driving performance and ensuring exceptional customer service
• A good team player, pleasant, service oriented and self-motivated
• Strong leadership, communication skills and fostering positive interpersonal relationships
• Proficient in computer skills and solid command of MS Office applications
• Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus