Hermes

3 months ago

CX Manager Zürich (W/M)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

In-store Customer Experience Manager leading hospitality, clienteling and service excellence in Hermes boutiques. Partners with boutique leadership to orchestrate the customer journey, events, after-sales, and team development to ensure an unforgettable luxury experience and cohesive brand storytelling.

Location: Zurich

Workplace: Onsite

Employment Type: Full time

Job Function: Sales

Seniority: Manager level

Key Responsibilities

•Shape the boutique Erlebnis/Customer Experience strategy with boutique leadership and drive continuous improvement from store observations and customer feedback.
•Lead morning briefings to align reception, daily priorities, and key moments, ensuring flawless first contact and elegant in-store presence.
•Ensure seamless customer service from first contact, providing precise guidance, constructive feedback, and a high-quality customer exchange.
•Translate feedback into concrete actions and foster a culture of customer-centric excellence.
•Support teams in delicate situations (unavailability, complaints, special requests) with tact and solution-oriented approaches.

Key Requirements

•Demonstrated experience leading retail teams in a luxury environment.
•Strong service culture and deep understanding of the luxury customer journey.
•Natural leadership with strong communication skills and ability to influence outcomes.
•Ability to set standards for in-store experience and coach staff accordingly.
•Detail-oriented with a focus on KPI delivery and customer satisfaction.

Experience:6+ yearsRetailLuxury

Skills:Customer experienceLeadershipClientelingTeam coachingBoutique operations

Languages:GermanEnglishFrench

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

3 months ago

CX Manager Zürich (W/M)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: Zurich

Workplace: Onsite

Employment Type: Full time

Job Function: Sales

Seniority: Manager level

Key Responsibilities

•Shape the boutique Erlebnis/Customer Experience strategy with boutique leadership and drive continuous improvement from store observations and customer feedback.
•Lead morning briefings to align reception, daily priorities, and key moments, ensuring flawless first contact and elegant in-store presence.
•Ensure seamless customer service from first contact, providing precise guidance, constructive feedback, and a high-quality customer exchange.
•Translate feedback into concrete actions and foster a culture of customer-centric excellence.
•Support teams in delicate situations (unavailability, complaints, special requests) with tact and solution-oriented approaches.

Key Requirements

•Demonstrated experience leading retail teams in a luxury environment.
•Strong service culture and deep understanding of the luxury customer journey.
•Natural leadership with strong communication skills and ability to influence outcomes.
•Ability to set standards for in-store experience and coach staff accordingly.
•Detail-oriented with a focus on KPI delivery and customer satisfaction.

Experience:6+ yearsRetailLuxury

Skills:Customer experienceLeadershipClientelingTeam coachingBoutique operations

Languages:GermanEnglishFrench

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