Client Experience Manager

Overview

The Client Experience Manager (CX Manager) leads the Canadian strategy to deliver emotionally compelling interactions that reflect the brand's heritage of craftsmanship and enchantment. They oversee CRM initiatives and clienteling standards while ensuring regional operations align perfectly with global group policies. A major focus includes hosting key clients at exclusive events and traveling to major Hermès gatherings to cultivate authentic, long-term relationships. By analyzing data and KPIs, the manager guides cross-functional teams in Retail and Operations to maintain superior service quality and data accuracy. Success in this role requires a deep commitment to the "Made in Hermès" philosophy and the leadership skills to resolve complex client issues with precision.

Key Responsibilities

Strategy

• Develop cross-functional client strategies that meet brand objectives and identify and implement high-impact, emotionally compelling service improvements

• Build a global client strategy for the subsidiary:

  • Understand client connections with Hermès

  • Lead global client strategies to enhance brand image and category development

  • Ensure a memorable, emotionally compelling experience at all touch points, including after-sales

Maintain Client Relationships:

• Manage the animations calendar and unique client events cross-departmentally

• Propose and drive initiatives to deepen client engagement

• Coordinate commercial events in collaboration with Retail, Operations, Merchandising and Communications teams and initiate one-of-a-kind experiences for clients

• Support stores and H.com teams with client outreach, follow-ups, and complaint resolution

• Identify, create and foster special connections with key clients

• Implement and standardize a Client Engagement Model for the sales team:

  • Establish clear expectations for client outreach cadence and follow up protocols
  • Appointment strategy with personalized experiences

Communication Initiatives:

• Partner with analysts to optimize data quality and monitor performance KPIs
• Educate teams on qualitative data collection and GDPR compliance
• Deliver customized data insights and monitor database quality to drive client retention and recruitment strategies
• Partner with analysts to optimize data quality and monitor performance KPIs

Omnichannel Client Experience:

• Be the point of reference for the Canada stores and the CRC, working closely with the Ecommerce team to ensure a smooth and consistent experience for clients
• Work closely with the managers to implement new Omnichannel solutions and ensure optimal use in store

Support store/H.com teams

• Build and animate the Experience Manager’s community
• Collaborate with the Learning & Development BP to create and co-animate training programs
• Collaborate with managers to identify improvements and execute action plans

Client Services:

• Collaborate with retail operations to oversee the roll-out of new services or improve existing ones both in-store and online
• Nurture a client-centric mindset and monitor service KPIs to resolve pain points

Front-of-House Standards:

• Define and implement a clear standard for the host(ess) role in stores across Canada to ensure consistent and elevated client experience
• Ensure consistent use of the appointment management tool to effectively track and measure booking conversion, attendance rates and overall client engagement
• Manage bi-annual uniform procurement and enforce strict grooming and etiquette standards through store leadership

Regional & Global Synergy:

• Actively engage with international and regional Hermès communities to share best practices and drive cross-functional synergies
• Propose new initiatives and challenge existing standards to promote organizational growth and change

Requirements

• 8+ years’ relevant experience in a retail environment

• Availability for store hours, weekends, and extended event hours, with a requirement for regional and occasional international travel

• Excellent presenter and communicator; fluent in English (French is an asset)

• Inspiring leader with the gravitas to influence senior stakeholders and develop teams

• Strong analytical, project management, and cross-functional collaboration skills

• Pragmatic, high-energy work ethic, and comfortable navigating diverse cultures

Job responsibilities and functions are not limited to the above.

Compensation

• The anticipated annual compensation range for this position is $90,000 - $110,000 CAD. For final offers, we take into consideration factors such as experience, skills, responsibilities of the position, and internal equity. 

• Comprehensive benefits package including medical, dental, vision, long-term disability, life insurance, AD&D, and company group retirement savings plan.

Vacancy Status: This position is for an existing vacancy.