Customer Experience Team Leader (Elements)

Hermès Asia Pacific Limited; Hong Kong; On-site; HKD 600,000 - 1,000,000; Full time

Job summary

Hermès Asia Pacific Limited in Hong Kong seeks a seasoned clienteling professional to lead client engagement initiatives across the Hong Kong market. You will develop strategies to recruit and retain high-value clients and collaborate with store teams to deliver personalized experiences.

The role emphasizes analyzing client buying behavior, organizing in-store events, and driving KPIs to elevate sales. French language knowledge is a plus; Mandarin/Cantonese preferred.

Qualifications

• 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.
• 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.

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

Skills

Leadership

Communication

Team management

Clienteling

English & Chinese language skills

French language (plus)

Education

Tertiary education

Tools

MS Office

Job description

• Knowledge of French is a plus
• Analyze client buying behavior to identify trends
• Strong business sense and practical know-how

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs more than 22,040 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial presence that respects people and nature, a source of exceptional materials. 16 artisanal métiers nurture the creativity of the house, whose collections are presented in over 300 stores in 45 countries across the world, including 5 stores in Hong Kong.

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.