Hermès
Client Experience Manager Harrods
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Role Mission
The Client Experience Manager plays a pivotal role in shaping a culture of exceptional in-store experience — one that places the client at the centre of every interaction and reflects the timeless spirit of Hermès.
Working closely with the Boutique Directors and in collaboration with the Head Office Client Experience (CX) team, this role ensures that the client experience is elevated through the six guiding values of the House:
- Welcome Simplicity
- Inspiring Surprise
- Bespoke Attention
- Human Bonding
- Story Sharing
- Heartfelt Generosity
Acting as both guardian and enabler of these values, the Client Experience Manager continuously refines how they are expressed and lived within the Boutique — ensuring harmony between client experience, team experience, and the unique Hermès environment.
A key aspect of the role is to observe, assess, and nurture how the Hermès experience is embodied by our teams and perceived by our clients. Through coaching, support, and the adoption of innovative tools, the Client Experience Manager ensures that every touchpoint — from welcome to farewell — radiates authenticity, generosity, and excellence.
Key Responsibilities
Client Experience & Culture
- Champion the Hermès Client Culture in-store, ensuring that every moment reflects our six guiding values.
- Act as the ambassador of in-store experience, creating an atmosphere of simplicity, warmth, and attention to detail.
- Partner with Boutique Management to define, deploy, and continuously enhance the in-store experience strategy.
- Oversee the hosting and service support teams to ensure seamless client flow and thoughtful queue management.
- Observe, analyse, and propose improvements to the client journey — from the initial welcome to aftersales — ensuring it remains fluid, elegant, and human.
- Collaborate with sales and service teams to nurture bespoke experiences and moments of surprise that reflect Hermès artistry and care.
- Liaise with the Head Office CX team to implement new tools, innovations, and service enhancements, ensuring alignment with the GB CX strategy.
- Represent the Boutique within the wider CX community, sharing initiatives and insights that contribute to the collective evolution of Hermès experience.
- Support Boutique events and activations, ensuring each moment expresses the Hermès spirit of craftsmanship and heartfelt generosity.
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Team Experience & Development
- Create a welcoming and empowering environment where every team member feels valued, supported, and inspired.
- Partner with Boutique Management and Head Office Client Experience (CX) team to design and deliver an engaging onboarding journey for newcomers, reflecting the Hermès approach to hospitality and care.
- Coach and mentor teams to bring the Hermès values to life in their daily interactions with clients and colleagues.
- Build and sustain team morale through engagement initiatives, feedback sessions, and open communication.
- Celebrate and leverage the knowledge of long-serving team members, encouraging knowledge-sharing and pride in craftsmanship.
- Lead the submission process for the monthly Celebration and Sharing Breakfast, working with Boutique Management to identify and propose the team or individuals who have best demonstrated the Hermès values in action.
- Identify opportunities to enhance both the physical and emotional work environment, ensuring it supports wellbeing, collaboration, and creativity.
- Serve as an advocate for mental wellbeing within the Boutique and collaborate with HR on wellness and engagement initiatives.
- Partner with management to identify development needs, support performance conversations, and reinforce a culture of growth and care.
Innovation & Tools
- Ensure effective adoption and use of CX tools and platforms (e.g., service excellence visits, queuing systems, personalization, aftersales tools, omnichannel initiatives).
- Act as a bridge between Head Office and Boutique teams to ensure consistent understanding and execution of CX strategies.
- Gather insights and feedback from the Boutique floor to support continuous improvement and strategic refinement of the client experience.
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About You
You are a natural host — observant, empathetic, and genuinely passionate about people. You bring experience in client experience, hospitality, or retail management, ideally within a luxury or high-touch environment.
You combine intuition and structure, ensuring both human connection and operational excellence are at the heart of every decision. You are recognized for your ability to coach, inspire, and bring out the best in others — nurturing a culture of generosity, authenticity, and team spirit.
Adaptable and collaborative, you thrive in dynamic environments and balance daily operations with strategic thinking. You are curious about innovation and adept at using tools that enhance the client journey.
Above all, you embody the Hermès spirit: warm yet precise, elegant yet human, creating experiences that feel personal, sincere, and unmistakably Hermès.
Competencies
- 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.
- Skilled in orchestrating emotions to ensure every client feels seen, surprised, and truly special.
- The ability to orchestrate emotions so that every client leaves feeling seen, surprised, and truly special.
- Proven ability to design and execute bespoke client events with creativity and precision.
- Background in client facing role with strong customer service and CRM focus.
- Client and service-oriented with excellent communications and interpersonal skills.
- Highly organised, flexible, and reliable.
- Proficient in IT systems including sales systems, Microsoft Office, and Windows etc.
- A proactive team player with capacity to work autonomously.
- Professional with ability to work efficiently and accurately under pressure.
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