In Store Customer Experience Manager
Pubblicato il 17-08-2026 - Hermès in Roma
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 Responsibilities
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 rela