Luxury Client Experience Leader

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

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.