MISSION

The Customer Experience Manager supports the development of service excellence across Hermès Ibérica stores, ensuring that the Group’s standards of client experience are consistently implemented and maintained.

The role works closely with the stores and central teams to monitor customer experience performance, coordinate client-focused initiatives, and ensure the proper management of customer interactions and feedback through the Client Relations Center (CRC), This role contributes to strengthening client engagement and long-term client relationship across Spain and Portugal.

This position is part of the Retail Team of Hermes Ibérica based at Head Office and reports directly to the Retail Activity Director.

KEY RESPONSABILITIES

1. Support the stores in delivering service excellence

• Support Store Managers and In-Store Customer Experience Managers in maintaining Hermès service standards across all stores.
• Use Mystery Shopping results as a tool to identify improvement areas and action plans.
• Work closely with HR to support training initiatives focused on service excellence and the selling ceremony.
• Coordinate and follow up on client-focused initiatives led locally or by Hermès International, in collaboration with IT, Operations and other teams, while ensuring consistency with Hermès guidelines.
• Act as the client correspondent for Spain and Portugal, liaising with Hermès International to share best practices and developments.
• Ensure a high-quality customer relationship service at HQ level, including after-sales follow-up.
• Create and coordinate the Retail Activations Calendar together with the Retail Activities and Communication teams.

2. Management and coordination of the Client Relations Center (CRC)

• Manage and lead the Client Relations Center based in Barcelona.
• Directly manage a team of Client Advisors handling customer interactions via phone, email and WhatsApp.
• Act as the central manager of the CRC, ensuring consistency in tone, service standards and processes to ensure efficiency, quality of response and client satisfaction.
• Supervise daily operations, workload distribution and performance of the CRC team.
• Manage and follow up on client complaints, ensuring proper documentation and analysis.
• Consolidate customer feedback and service KPIs related to customer satisfaction and provide reporting with improvement objectives and actions.

3. Animation of sales in store

• Monitor KPIs related to Retail performance in store such as average ticket, UPS, global evolution of sales, Client traffic, etc.
• Coordinate local events for customers in store aimed to directly promote sales, together with the In-Store Customer Experience Manager and the Retail Activity Director.
• Work closely with the In-Store Customer Service Managers and Floor Manager to ensure the standards of grooming and etiquette are according to the guidelines of the group.

4. Management of CRM system

• Develop the CRM plan and recommend actions to improve customer relation.
• Implement rules and procedures to improve staff efficiency (quality of service, deliveries, complaints, repairs, etc.).
• Analyze client data and profiles to support commercial and communication actions.
• Support client segmentation analysis and client development initiatives.
• Work with Store Managers, HR and Communication to identify training and improvement opportunities.
• Improve client data capture rates (email, phone and usable information and monitor KPIs to drive continuous improvement
• Extract, analyze and share CRM reports with stores and relevant stakeholders.

COMPETENCIES AND SKILLS

• Minimum 5 years of experience in the luxury retail industry, with demonstrated experience in customer experience management, client relations or CRM-driven initiatives.
• Experience working with CRM tools and customer data analysis is highly valued.
• Client centric with good business acumen, meticulous and good analytical skills
• Excellent communication skills, organized and strong problem-solving skills
• Good team worker, ability to build a network and liaise with different roles
• Excellent oral and written communication
• High level of English and Spanish. French is a plus

“Hermès Ibérica is committed to gender equality and equal opportunities at all levels and for all employees. As a responsible employer, we are committed to ethics, diversity and Inclusion. Join the Hermès human adventure”Hermès, creadora, artesana y comerciante de objetos de alta calidad, es desde 1837 una maison familiar e independiente francesa con más de 20 000 empleados en todo el mundo. Impulsada por su permanente espíritu emprendedor y su constante nivel de exigencia, Hermès cultiva la libertad y la autonomía de cada individuo mediante una gestión responsable. La empresa perpetúa la transmisión de un savoir-faire excepcional mediante un fuerte anclaje territorial que respeta a las personas y los recursos. Dieciséis oficios nutren la creatividad de la maison, cuyas colecciones están presentes en más de 300 tiendas en todo el mundo.