Customer Experience Team Leader

Hermès • Full-time • Macau, Gironde, FR • 2w ago

Job Description

Propose and implement comprehensive client engagement strategy to improve client recruitment, engagement and retention
Analyze client buying behavior to identify trends and patterns in the client lifecycle and provide valuable insights to drive business performance
Maximize engagement opportunities by offering personalized or special occasion gifting to create exclusive and impactful client experiences
Design & create client engagement tools to support the Sales team in maintaining customer loyalty and enhancing customer relationships
Monitor and track KPIs related to clienteling, ensuring they align with set targets and provide insights and recommendations for improvement
Collaborate with Customer Experience and Communications teams to execute successful in-store clienteling events, including guest invitation and RSVP management
Conduct regular analysis of clienteling performance, identifying areas for improvement, and providing valuable insights and recommendations
Provide support for product launches, ensuring the achievement of sales goals and maximizing client engagement
Liaise with Learning & Development team and Retail Trainer to deliver regular clienteling training sessions to the Sales team
Enhance the exclusivity of VIP customer through targeted outreach during product launches and by providing personalized customer appointment experiences

Job Requirement

Tertiary educated with minimum 6 years of relevant experience in luxury retail or a similar capacity
Strong business sense and practical know-how in managing and driving customer relationships, leveraging insights to enhance business performance
Possess the ability to lead and inspire teams, driving performance and ensuring exceptional customer service
A good team player, pleasant, service oriented and self-motivated
Strong leadership, communication skills and fostering positive interpersonal relationships
Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus
Proficient in computer skills and solid command of MS Office applications

”Créateur, artisan et marchand d’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d’entreprendre continu et une exigence constante, Hermès cultive la liberté et l’autonomie de chacun grâce à un management responsable. L’entreprise perpétue la transmission de savoir-faire d’exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matières d’exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde.”