Hermes

1 day ago

Client Experience Manager Harrods

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Shape an exceptional in-store client experience by championing Hermès’ six guiding values with Boutique Directors and the Head Office Client Experience (CX) team. Lead hosting and service support, monitor the client journey end-to-end, and coach teams to deliver warmth, attention to detail, and bespoke moments. Drive adoption of CX tools and innovations, support onboarding and morale, and represent the boutique within the wider CX community, including events and activations.

Location: London

Workplace: Onsite

Employment Type: Full time

Seniority: Manager level

Key Responsibilities

•Champion Hermès in-store client culture and ensure every interaction reflects the six guiding values.
•Partner with Boutique Management to define, deploy, and continuously enhance the in-store experience strategy.
•Oversee hosting and service support teams, ensuring seamless client flow and queue management.
•Observe, analyze, and propose improvements to the client journey from welcome to aftersales.
•Coach and mentor teams, support onboarding, and help reinforce performance conversations and wellbeing initiatives.

Key Requirements

•At least 3 years of proven management experience demonstrating strong leadership and team development.
•Experience in high-end luxury, 5-star hotels, or private members clubs, ideally in an Experience Manager capacity.
•Background in client-facing roles with strong customer service and CRM focus.
•Ability to coach, inspire, and bring out the best in others, nurturing a culture of generosity and authenticity.
•Proficient in IT systems including sales systems, Microsoft Office, and Windows, with strong communication and interpersonal skills.

Experience:3+ yearsLuxury retailHospitality5-star hotelsCRM

Skills:LeadershipCoachingMentoringCommunicationEmpathy

Tech Stack:Microsoft OfficeWindowsCRMSales systems

Company Brief

Hermes

Hermès is a French luxury goods house specializing in high-end leather goods, ready-to-wear, accessories, fragrances, and homewares, renowned for craftsmanship and iconic products like the Birkin and Kelly bags.

Industry: Luxury Goods

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Paris, France

Founded: 1837

Website LinkedIn

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Hermes

1 day ago

Client Experience Manager Harrods

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: London

Workplace: Onsite

Employment Type: Full time

Seniority: Manager level

Key Responsibilities

•Champion Hermès in-store client culture and ensure every interaction reflects the six guiding values.
•Partner with Boutique Management to define, deploy, and continuously enhance the in-store experience strategy.
•Oversee hosting and service support teams, ensuring seamless client flow and queue management.
•Observe, analyze, and propose improvements to the client journey from welcome to aftersales.
•Coach and mentor teams, support onboarding, and help reinforce performance conversations and wellbeing initiatives.

Key Requirements

•At least 3 years of proven management experience demonstrating strong leadership and team development.
•Experience in high-end luxury, 5-star hotels, or private members clubs, ideally in an Experience Manager capacity.
•Background in client-facing roles with strong customer service and CRM focus.
•Ability to coach, inspire, and bring out the best in others, nurturing a culture of generosity and authenticity.
•Proficient in IT systems including sales systems, Microsoft Office, and Windows, with strong communication and interpersonal skills.

Experience:3+ yearsLuxury retailHospitality5-star hotelsCRM

Skills:LeadershipCoachingMentoringCommunicationEmpathy

Tech Stack:Microsoft OfficeWindowsCRMSales systems

Company Brief

Hermes

Industry: Luxury Goods

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Paris, France

Founded: 1837

Website LinkedIn