CDI - Directeur Formation & Expérience Client - Hermès Maison H/F

Hermes
France
Workplace: OnsiteFull timeFunction: Data Science & Machine LearningExperience: 10+ yearsEducation: mastersSkills: ["Leadership","Strategic thinking","Cross-functional collaboration","Creativity","Organization"]

Define and deploy the global training and client-experience strategy for Hermès Maison, supporting commercial performance worldwide. Design and pilot pedagogical journeys for sales teams and interior project ambassadors, and build customer experience programs with internal experts, ongoing follow-up, and internal service support. Lead budgeting, innovate hybrid learning (in-person/digital/experiential), orchestrate international community networks, and manage and develop the team.

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Hermes
Hermes
5 days ago

CDI - Directeur Formation & Expérience Client - Hermès Maison H/F

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Last checked: 21 hours agoStatus: Live

Job Summary

Define and deploy the global training and client-experience strategy for Hermès Maison, supporting commercial performance worldwide. Design and pilot pedagogical journeys for sales teams and interior project ambassadors, and build customer experience programs with internal experts, ongoing follow-up, and internal service support. Lead budgeting, innovate hybrid learning (in-person/digital/experiential), orchestrate international community networks, and manage and develop the team.
Location: France
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Director level

Key Responsibilities

  • •Define the overall training and client-experience vision and strategy for the business.
  • •Develop and pilot training journeys for different audiences (sales teams, ambassadors, interior project correspondents).
  • •Create and lead the customer experience strategy, including expert animation and internal order follow-up and prioritization.
  • •Design and innovate hybrid pedagogical approaches (in-person/digital/experiential) and refine content for relevance and effectiveness.
  • •Manage and develop the team, and lead an international network of ambassadors, product experts, and local trainers; run trainings in French and English.

Key Requirements

  • •Higher education (business school or equivalent).
  • •8-10+ years in training and/or client experience (retail experience is a plus).
  • •Strong skills in instructional design, cognitive methods, e-learning, and building tailored training programs.
  • •Good knowledge of retail challenges and strong product/savoir-faire sensitivity.
  • •Fluent English, with leadership, strategic vision, and excellent cross-functional relationship skills.
Experience:10+ yearsRetailTrainingCustomer experienceE-learning
Education:Master's
Skills:LeadershipStrategic thinkingCross-functional collaborationCreativityOrganization
Languages:English
Tech Stack:E-learning

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
WebsiteLinkedIn