At a Glance
- Tasks: Elevate customer and team experiences in-store while managing the hosts team.
- Company: Join a prestigious brand known for its commitment to exceptional client service.
- Benefits: Competitive salary, employee discounts, and opportunities for personal growth.
- Other info: Dynamic work environment with a focus on continuous improvement and collaboration.
- Why this job: Be a key player in shaping unforgettable customer experiences and leading a motivated team.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 36000 - 60000 £ per year.
We are currently seeking an experienced, dedicated, dynamic and service-focused Client Experience Manager to join our Cadogan Place store. The Client Experience Manager’s main mission is to elevate both customers and team experience in-store.
You have key partners to work collaboratively with: Store Management – Store Manager and Department Managers, Client Experience Manager (Head Office). With the Store Management, you are collectively working on defining and deploying the customer experience strategy for the store. Ensuring the constant CEX evolution, your aim is to bring greater customer experience through support, influencing and coaching the teams on CEX priorities. Also, you are the leader of the team experience, aiming for a fulfilling, motivating and self-developing journey for the store teams whilst working for the house.
Working closely with the Client Experience Manager, you will ensure service excellence in-store, deploying services and tools – Queuing Management, My Folio, Service Excellence Visits, Personalisation, Bespoke, Aftersales, Omnichannel etc. You are the store Ambassador for the CX Community and Hermès Client Culture.
Key Responsibilities- Managing the hosts team (hosts, pegasus, service support) to ensure our customers are Welcomed in Simplicity in our stores.
- Supporting the store team in handling the waiting time for our customers with the relevant tool and teams.
- Being an ambassador of the Hermès Client Culture, embodying our values with customers.
- Participating proactively in the Customer Experience Community monthly meeting, sharing initiatives and good practices.
- Liaising with the Customer Experience Manager for support to enhance initiatives or around any customer complaints in-store.
- Identifying improvements within the customer journey, by working closely with the store teams (welcoming, aftersales, selling ceremony).
Client Experience Manager in London employer: JOIN
At Hermès, we pride ourselves on being an exceptional employer, offering a vibrant work culture that celebrates creativity and excellence. Our Cadogan Place store provides a unique opportunity for professional growth in the luxury retail sector, with a strong emphasis on client experience and relationship building. Employees benefit from a supportive environment that encourages innovation and personal development, making it a truly rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Client Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Client Experience Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company culture and values. Since you'll be embodying the Hermès Client Culture, make sure you can speak to how your experience aligns with their mission and how you can elevate the customer experience.
✨Tip Number 3
Showcase your leadership skills! When discussing your past experiences, highlight times when you've successfully managed teams or improved customer journeys. Use specific examples that demonstrate your ability to influence and coach others.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of our team and contributing to the amazing client experience we strive for.
We think you need these skills to ace Client Experience Manager in London
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for enhancing customer experiences shine through. We want to see how you can elevate the in-store experience and make a real difference for our customers.
Highlight Your Team Leadership Skills:As a Client Experience Manager, you'll be leading a team. Make sure to showcase your leadership experience and how you've motivated teams in the past. We love seeing examples of collaboration and support!
Be Specific About Your Achievements:Use concrete examples to illustrate your successes in previous roles. Whether it’s improving customer satisfaction scores or implementing new service tools, we want to know what you've accomplished and how it relates to the role.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at JOIN
✨Know the Brand Inside Out
Before your interview, make sure you research Hermès and understand its values, history, and client culture. This will help you demonstrate your passion for the brand and show how you can embody its values in your role as a Client Experience Manager.
✨Showcase Your Leadership Skills
As a Client Experience Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated and developed them. Be ready to discuss specific strategies you've used to enhance team performance and customer experience.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as managing customer complaints or improving the customer journey. Think of real-life examples where you've made a positive impact and be ready to share those stories during the interview.
✨Demonstrate Your Collaborative Spirit
Collaboration is key in this role. Be prepared to discuss how you've worked with different teams in the past, particularly in defining and deploying customer experience strategies. Highlight your ability to influence and coach others to achieve common goals.
