Hermès HERMES ● Nouvelle offre
Head of Client Universe
À propos du poste
SCOPE OF JOB: The Head of Client Universe is responsible for delivering an exceptional client experience across every touchpoint in the store. As the guardian of the Hermès client relationship, she / he leads the Client Experience, After-Sales, External Relations and In-Store Training functions, with the ambition of making every client feel uniquely welcomed and cared for. She / he plays a key role in fostering a client-centric culture across the entire store, working in close collaboration with the Sales Universes and Operations teams. RESPONSIBILITIES 1. Client Experience (CX)
• Define, implement and continuously elevate client experience standards across the store.
• Ensure consistent service rituals are applied by all client-facing teams at every step of the client journey.
• Oversee client data quality and partner with Sales teams to grow and activate the loyal client base.
• Monitor client satisfaction indicators and propose action plans accordingly.
• KPIs: C...
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