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

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7b6e2m

ph3General Role /h3pThe 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. /ppActing 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. /ppbPlease note: /b 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. /ph3Main Responsibilities /h3h3Customer Excellence and Clienteling Strategy /h3ulliDefine, implement, and monitor the boutique’s customer experience strategy, ensuring alignment with Maison guidelines and local market specificities. /liliContinuously analyze the customer journey and its KPIs (traffic flow, waiting time, appointment performance, client feedback), identifying trends and proposing concrete improvement actions. /liliProvide 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. /liliOversee the aftersales journey, ensuring that clients feel supported and reassured throughout the entire process. /liliSupervise client data collection, accuracy, and usage in accordance with privacy regulations,



fostering data‑driven clienteling and the development of a meaningful clientele portfolio. /liliStrengthen customer discovery, personalization, and relationship‑building processes, ensuring continuity and long‑term engagement. /li /ulh3Operations /h3ulliEnsure that the boutique environment consistently reflects the Maison’s excellence, paying attention to every detail that impacts the customer journey. /liliManage relationships with external suppliers (florists, catering, special services) and guarantee high service standards. /liliCoordinate operational flows between Welcome, Operations, and Stock Support teams for online order deliveries, aftersales pick‑ups, reservations, and other service operations. /liliSupervise food beverage supplies and the upkeep of client‑facing areas, ensuring readiness and impeccable presentation. /liliSupport Store Management in planning, organizing, and updating the store’s event and appointment calendar. /li /ulh3People Management /h3ulliLead, motivate, and develop the In Store Customer Experience team, setting priorities and defining individual and collective objectives. /liliProvide continuous coaching and structured feedback, enhancing service skills, posture, and client management capabilities.



/liliFoster collaboration between Welcome and Sales teams by ensuring fluid communication and positive team dynamics. /liliActively participate in daily briefings and internal training sessions to promote engagement, alignment, and service excellence. /liliIdentify training needs and propose relevant development initiatives for the team. /li /ulh3Profile /h3ulliBachelor’s degree preferably with a hospitality or fashion management focus; /liliFluency in English. Other languages will be considered an advantage; /liliProfessional background: previous experience in similar positions, preferably in a luxury goods boutique or in hospitality, an international experience will be considered a plus; /liliProficient with Excel / IT tools; /liliExcellent leadership attitude and ability to lead and motivate a team; /liliProfessionalism, enthusiasm, dynamism, ease of integration and teamwork complete the profile. /li /ulh3Additional Attributes /h3ulliExcellent interpersonal and communication skills, with a customer service orientation; /liliTeam player mentality to build meaningful relationships and ability to work autonomously; /liliAvailability, flexibility and dynamism to function in a high‑pace environment; /liliDetermined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense. /li /ulpIn Hermès diversity of experience and perspectives create a better work environment, we value, ensure and believe in gender equality, welcoming individuals of all backgrounds. /p /p #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7b6e2m