Client Experience & Service Manager, San Francisco

Hermès; San Francisco (CA); On-site; USD 96,000 - 115,000; Full time

Job summary

Hermès seeks a Client Experience & Service Manager for their San Francisco boutique. This role focuses on delivering an extraordinary client experience and managing the hospitality team within a dynamic luxury environment. Candidates should possess extensive experience in client service, particularly in high-end retail settings.

Qualifications

• Minimum of three to five years of Client Service experience in a luxury environment.
• Exceptional communication skills offering warmth in all interactions.
• Leadership experience preferred.

Responsibilities

• Responsible for providing exceptional client experience throughout the boutique.
• Manage hospitality inventory and provide concierge-like recommendations.
• Supervise the Hospitality team and enhance client relations.

Skills

Client Service

Leadership

Communication

Problem Solving

Hospitality

Education

Experience in Luxury Environment

Job description

Client Experience & Service Manager, San Francisco

Join to apply for the Client Experience & Service Manager, San Francisco role at Hermès

Client Experience & Service Manager, San Francisco

Join to apply for the Client Experience & Service Manager, San Francisco role at Hermès

The Team:

The Hermès San Francisco Boutique opened in 1987 and focuses on providing extraordinary service to clients as a part of the Western Region. This position will report to the Managing Director and will work collaboratively with the sales team and selling support teams to facilitate an exceptional client experience in a fast-paced, luxury environment.

The Team:

The Hermès San Francisco Boutique opened in 1987 and focuses on providing extraordinary service to clients as a part of the Western Region. This position will report to the Managing Director and will work collaboratively with the sales team and selling support teams to facilitate an exceptional client experience in a fast-paced, luxury environment.

The Opportunity:

The Client Experience and Service Manager is responsible for providing an unparalleled client experience by creating a welcoming environment throughout the entire boutique. This position will work collaboratively with sales associates in supporting all elements of the client journey throughout the selling ceremony. The Client Experience and Service Manager will collaborate with the Managing Director on all boutique and local Hermès events. They will adeptly and gracefully support the client and team with any complex interactions exuding warmth, and professionalism. The Client Experience and Service Manager will be responsible for contributing to and promoting a welcoming culture of graciousness throughout the boutique and within the team.

All other duties as assigned by the supervisor.

About the Role:

• Responsible for providing an unparalleled client experience by supporting the creation of a welcoming environment from the front door to the sales floor.
• Work collaboratively with front of house leadership and sales associates in supporting all elements of hospitality throughout the selling ceremony.
• Create an effortless luxury environment and exceed expectations in all elements of service throughout the boutique.
• Efficiently manage main floor traffic by ensuring all clients are greeted in a prompt and gracious manner, determining client needs, and when necessary, escorting them to the appropriate floor or sales associate.
• Serve as a role model to continuously demonstrate Hermès Client Culture values in all interactions. Approach all encounters with clients, guests, and colleagues in a gracious, attentive, courteous, and service-oriented manner.
• In collaboration with the leadership and sales team, provide a bespoke and high touch service experience to all clients.
• Facilitate and manage client experience service tools and resources to support the needs of the team and clients, including the management of Queuing and Appointment Solutions.
• Provide direction, coaching, and support to the Hospitality team, on their individual development.
• Lead guest relations within the Boutique, including recommendations for dining, entertainment, and transportation by having deep understanding and knowledge of San Francisco and the surrounding markets.
• Manage hospitality inventory and identify local vendors to continue to elevate and refresh the experience in store.
• Demonstrate working knowledge of all Métiers (product categories).
• Offer storytelling and history behind our products and the Maison art collection.
• Alert to client service needs at all times to recognize any signs of potential issues, maintaining a close partnership with Asset Protection.
• Demonstrate flexibility and adaptability to support the needs of the business and all operational duties as needed.
• All other duties assigned by supervisor.
  
  

Supervisory Responsibility:

• YES: In partnership with store management, this role is responsible for the Hospitality team. This position will collaborate with Store Management as a point of contact in partnering with client concerns and will be a liaison between the Client Relations Center and store teams to support all client inquiries. The role requires direct floor supervision and support in all boutique operational functions.
  
  

Budget Responsibility:

• YES: Responsible for establishing and adhering to Client Services budget.
  
  

Decision Making Responsibility:

• YES: The Client Experience and Service Manager will ensure all members of the team are fully supported in client relations and hospitality management. This position will collaborate with Store Management and Operations teams to develop and implement best practices, strategies, and priorities related to client experience and service.
  
  

About You:

• Minimum of three to five years of Client Service experience in a luxury environment
• Experience in a similar retail environment, or as a Concierge or Host in other high-end environments such as hotel and fine dining
• Leadership or supervisory experience in previous role preferred
• Ability to provide information about the neighborhood, store services and other customer inquiries
• Passion for exceeding clients’ expectations in all interactions
• Impeccable standards of service and experience interacting with a luxury clientele
• Demonstrated experience in a high-volume service-focused business
• Strong interest in learning about all the Hermès Métiers, history, and art collection
• Exceptional communication skills, offering warmth and graciousness in all interactions
• Excellent problem-solving skills and a friendly disposition
• Proactivity in taking care of customers in a calm, professional, and polite manner
• Proven ability to supervise and develop other team members
• Ability to motivate and maintain team morale
• Solid understanding of client-facing business operations
• Ability and desire to form strong partnerships across the organization
• Excels in a fast-paced environment, ability to prioritize effectively and work well under pressure
• Demonstrates high level of attention to detail, organizational skills, ability to anticipate needs
• Knowledge of languages in addition to English is a plus
• Ability to work a flexible schedule according to needs of the business
• Ability to stand for long periods of time
• Ability to lift between 0-25 lbs. without assistance.
  
  

The range for this position is $96,706 - $114,289. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.

Company Overview:

Since 1837, Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time.

An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Hermès, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès’ success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world, a mission that’s at the heart of our commitment to progress. This narrative can be experienced in a series of shorts films “Footsteps Across the World” available on our website. Link here.

Our Commitment:

Family is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.

At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.

We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [e-mail]. Please do not submit resumes or applications to this email address.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Retail Luxury Goods and Jewelry

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