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

Roma, Lazio, Italy -

Full Time

Start Date

Immediate

Expiry Date

27 Aug, 26

Salary

0.0

Posted On

29 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Strategy, Clienteling, People Management, Luxury Retail, Hospitality Management, KPI Analysis, Coaching, Stakeholder Management, Operational Coordination, English Fluency, Microsoft Excel, Leadership, Conflict Resolution, VIP Relationship Management, Aftersales Management, Team Development

Industry

Retail Luxury Goods and Jewelry

Description

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! A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

Responsibilities

Lead and develop the store team to deliver a high-quality, bespoke client journey aligned with Maison values. Oversee the overall customer experience strategy, including KPI analysis, VIP interactions, and operational coordination of the boutique environment.