Senior Welcomist - Boutique Milano

Join; Milano; On-site; EUR 26,000 - 32,000; Full time

Benefits offered by this job

€10 meal voucher per working day

Annual incentive plan

Statutory and collective bargaining福利民

Job summary

Hermès Italie, born in 1987 with its first Milan store, seeks a Senior Welcomist to lead customer experience on the sales floor and elevate in-store hospitality. You will foster relationships with clients, support a team, and coordinate events while ensuring exceptional service in a luxury retail setting.

The role requires a seasoned professional with fluency in Italian and English, a hospitality or luxury management background, and readiness to lead the Welcomist Team in delivering memorable

Qualifications

• Bachelor’s degree in linguistic hospitality, fashion or luxury management.
• Fluency in Italian and English; third language is an advantage.
• Experience in Welcomist/Client Experience/Hospitality in luxury retail.
• Experience coordinating teams or mentoring colleagues is a strong asset.
• Proficient with Excel and IT tools.

Responsibilities

• Welcome clients with a warm, genuine and hospitable greeting, ensuring an exceptional first impression of the Maison.
• Build strong relationships with clients to understand their needs and provide a highly personalised experience.
• Act as a senior reference for the Welcomist Team on the sales floor, promoting best practices.
• Manage customer queues through a dedicated app on Hermès devices.
• Assist clients and support sales colleagues in complex returns, reservations and after-sales requests.
• Support Sales Associates in scheduling appointments and customer visits.
• Coordinate with Operations for online, after-sales, reservations deliveries.
• Coordinate planning and execution of in-store events with internal/external stakeholders.
• Supervise catering and hospitality during store events for elevated experiences.
• Ensure store conditions by supervising suppliers (florists, catering) and supply of food & beverage.

Skills

Italian language

English language

Customer service orientation

Leadership

Education

Bachelor’s degree in hospitality or luxury management

Tools

Excel

Job description

Hermès Italie was born in 1987 with the first store in Milan, 21 via Sant'Andrea. Since then, the branch has expanded and continued to grow, leading to its current retail presence in the country: 11 stores, including 2 seasonal openings, 1 pop-up store and 2 flagship stores located in Milan and Rome.

Details of the job

GENERAL ROLE

The Senior Welcomist works within the In Store Customer Experience Team and is responsible for developing and delivering the most memorable journey for clients, embodying Hermès values at all times.

As a senior presence on the sales floor, the Senior Welcomist acts as a key point of reference for the Welcomist Team, ensuring excellence and consistency in customer reception and experience. The role is highly client-facing and requires a constant presence on the floor, fostering a welcoming, seamless and elevated environment for all visitors.

The Senior Welcomist represents the Maison both internally and externally, building strong relationships with clients, colleagues and suppliers, while supporting the organization and execution of in-store events and hospitality activities

MAIN RESPONSIBILITIES

• Welcome clients with a warm, genuine and hospitable greeting, ensuring an exceptional first impression of the Maison;
• Build strong relationships with clients in order to understand their needs and expectations, providing a highly personalized experience;
• Act as a senior point of reference for the Welcomist Team on the sales floor, promoting best practices and ensuring consistency in customer reception standards;
• Manage customer queues through a dedicated app on Hermès devices;
• Assist clients and support sales colleagues in complex situations regarding returns, reservations, appointments and after-sales requests;
• Support the Sales Associates Team by helping schedule their appointments and customer visits;
• Manage front and back relationship with the Operations Teams to ensure the online, after sales service and reservations orders delivery;
• Coordinate with internal and external stakeholders for the planning and execution of in-store events, ensuring flawless organization and adherence to Hermès standards;
• Supervise the preparation and execution of catering and hospitality services during store events, ensuring an elevated client experience throughout
• Ensure the store is always in excellent conditions supervising relevant external suppliers, such as florists and catering, monitoring the supply of food & beverage.
• Lead by example, consistently embodying and promoting Hermès values in every interaction with clients, colleagues and partners;

PROFILE

• Bachelor’s degree preferably with a linguistic hospitality, fashion or luxury management focus;
• Fluency in Italian and English. A third language will be considered an advantage;
• Proven professional experience in a Welcomist, Client Experience, Hospitality or Front-of-House role, preferably within a luxury retail environment;
• Previous experience coordinating teams, mentoring colleagues or acting as a senior point of reference will be considered a strong asset;
• Proficient with Excel / IT tools;
• Professionalism, leadership, enthusiasm, dynamism, adaptability, strong organizational abilities and a collaborative mindset complete the profile.

Hermès engages positive and passionate people who own the following requirements:

Excellent interpersonal and communication skills, with a customer service orientation;

Team player mentality to build meaningful relationships and ability to work autonomously;

Availability, flexibility and dynamism to function in a high-pace environment;

Determined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense.

WHAT WE OFFER

Contract Type: Permanent

Working Hours: Full-time

Indicative Starting Gross Annual Salary: €29,000, determined according to objective and gender-neutral criteria.

Variable Pay: Eligibility for an annual incentive plan in line with Company policies.

Benefits: €10 meal voucher per working day, in addition to statutory and collective bargaining benefits. Employees may also be eligible for supplementary benefits and wellbeing programs in accordance with Company policies.

In Hermès diversity of experience and perspectives create a better work environment, we value, ensure and believe in gender equality, welcoming individuals of all backgrounds. Join the human adventure of Hermès!

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 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 anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.