In Store Customer Experience Manager - Boutique Roma - (Maternity cover)

GENERAL ROLE

The In Store Customer Experience Manager leads, inspires, and develops the team in delivering the most memorable and qualitative client journey, fully aligned with the Maison’s values. The Manager oversees the overall customer experience strategy of the store, ensuring that every client receives heartfelt, bespoke, and seamless attention at every touchpoint.

Acting as a true Hermès Ambassador, the Manager collaborates with all store departments, promotes a customer‑centric culture, and elevates service standards through coaching, leadership, and continuous performance monitoring.

Please note: This is a temporary mission created to cover a maternity leave, offering a valuable opportunity to contribute to a strategic and dynamic function within the Store.

MAIN RESPONSABILITIES 

Customer Excellence and clienteling strategy

• Define, implement, and monitor the boutique’s customer experience strategy, ensuring alignment with Maison guidelines and local market specificities. 

• Continuously analyze the customer journey and its KPIs (traffic flow, waiting time, appointment performance, client feedback), identifying trends and proposing concrete improvement actions. 

• Provide senior support to the Welcome and Sales teams, intervening in complex or sensitive situations such as complaints, product unavailability, wish processes, and high‑stake VIP interactions. 

• Oversee the aftersales journey, ensuring that clients feel supported and reassured throughout the entire process. 

• Supervise client data collection, accuracy, and usage in accordance with privacy regulations, fostering data‑driven clienteling and the development of a meaningful clientele portfolio. 

• Strengthen customer discovery, personalization, and relationship‑building processes, ensuring continuity and long‑term engagement.

Operations

• Ensure that the boutique environment consistently reflects the Maison’s excellence, paying attention to every detail that impacts the customer journey. 

• Manage relationships with external suppliers (florists, catering, special services) and guarantee high service standards. 

• Coordinate operational flows between Welcome, Operations, and Stock Support teams for online order deliveries, aftersales pick-ups, reservations, and other service operations. 

• Supervise food & beverage supplies and the upkeep of client‑facing areas, ensuring readiness and impeccable presentation. 

• Support Store Management in planning, organizing, and updating the store’s event and appointment calendar.

People Management

• Lead, motivate, and develop the In Store Customer Experience team, setting priorities and defining individual and collective objectives. 

• Provide continuous coaching and structured feedback, enhancing service skills, posture, and client management capabilities. 

• Foster collaboration between Welcome and Sales teams by ensuring fluid communication and positive team dynamics. 

• Actively participate in daily briefings and internal training sessions to promote engagement, alignment, and service excellence. 

• Identify training needs and propose relevant development initiatives for the team.

PROFILE

• Bachelor’s degree preferably with a hospitality or fashion management focus;

• Fluency in English. Other languages will be considered an advantage;

• Professional background: previous experience in similar positions, preferably in a luxury goods boutique or in hospitality, an international experience will be considered a plus;

• Proficient with Excel / IT tools;

• Excellent leadership attitude and ability to lead and motivate a team;

• Professionalism, enthusiasm, dynamism, ease of integration and teamwork complete the profile.

Hermès engages positive and passionate people who own the following requirements:

• Excellent interpersonal and communication skills, with a customer service orientation;

• Team player mentality to build meaningful relationships and ability to work autonomously;

• Availability, flexibility and dynamism to function in a high-pace environment;

• Determined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense.

In Hermès diversity of experience and  perspectives create a better work environment, we value, ensure and believe in gender equality, welcoming individuals of all backgrounds. Join the human adventure of Hermès!