Client Experience Manager

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.

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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