Luxury Client Experience Lead

Hermès International S.A.; Hong Kong; On-site; HKD 550,000 - 850,000; Full time

Job summary

Hermès International S.A. in Hong Kong seeks a seasoned clienteling lead to advance engagement strategies and cultivate luxury client relationships. You will analyze buying behavior, design engagement tools, and partner with Customer Experience to host premier in-store events.

The role requires 6+ years in luxury retail, leadership ability, and fluency in English and Chinese. Strong MS Office skills and a customer-centric mindset are essential.

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.
• Able to lead and inspire teams to drive performance and exceptional service.
• Team player, pleasant, service oriented and self-motivated.
• Strong leadership and communication skills; positive interpersonal relationships.
• Proficient in MS Office and computer skills; fluent in English and Chinese.

Responsibilities

• Propose and implement client engagement strategy to recruit, engage and retain clients.
• Analyze client buying behavior to identify trends and drive business performance.
• Maximize engagement with personalized gifting and exclusive experiences.
• Design client engagement tools to support Sales team and loyalty building.
• Monitor KPIs related to clienteling and provide insights for improvement.
• Collaborate with CX and Communications to run in-store clienteling events and RSVP management.
• Analyze clienteling performance and provide recommendations.
• Support product launches to achieve sales goals and maximize client engagement.
• Coordinate with Learning & Development and Retail Trainer for regular clienteling training.
• Enhance VIP exclusivity through targeted outreach during launches and personalized appointments.

Skills

Clienteling strategy

Leadership

Team collaboration

Languages: English/Chinese

MS Office

Customer relationship

Education

Bachelor-level education

Tools

MS Office

Job description

Hermès International S.A. in Hong Kong seeks a seasoned clienteling lead to advance engagement strategies and cultivate luxury client relationships. You will analyze buying behavior, design engagement tools, and partner with Customer Experience to host premier in-store events.

The role requires 6+ years in luxury retail, leadership ability, and fluency in English and Chinese. Strong MS Office skills and a customer-centric mindset are essential.