A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs more than 18,400 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial presence that respects people and nature, a source of exceptional materials. Sixteen artisanal métiers nurture the creativity of the house, whose collections are presented in over 300 stores in 45 countries across the world.

We cordially invite high calibre talent to join our Hermès team in Hong Kong.

Creating Emotions & Crafting Stories Together!

The role of Senior Customer Experience Executive should be energized by expertise and passion in execution excellence and cross-functional collaboration, assisting Customer Experience Manager to build authentic and long-lasting relationships with new and existing customers, respecting Hermès’ values and identity. Working hand in hand with Service Hub team (CRM – Customer Relationship Management & CRC – Client Relations Center) and other departments, his/her role is to support the design, execution, and follow-up of bespoke and singular customer experience initiatives and enhance 360 omni customer service for increasing satisfaction, loyalty, and advocacy of different customers segments.

Key Responsibilities:

Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments
Assist in organizing store animations and activities e.g., VIP trips, customer events, etc.
Coordinate and follow up actions of improvement through Service Excellence (SEV Survey), customers feedback (Voice of Customers) and service issues (Feedback from CRC)
Support the implementation and follow-up of service enhancement projects and tasks
Adapt and deploy global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization (Best Practice)
Work closely with CRM to effectively use customer segmentation to accomplish customer experience objectives
Support the translation of CRM strategies into customer experience plan and actionable initiatives to recruit new customers, engage and retain existing customers for their long-term loyalty.
Partner with CRC to improve and refine the standard omni customer journey and ensure professional and consistent customer communications e.g., Commercial Policies, Network protection measures
Collaborate with store team, propose, and support the store customer experience action plan to enhance customer omnichannel experiences and customer engagement
Prepare reports, track service performance, and provide insights and suggestions
Support budget preparation and monitoring. Follow up invoices and verify expenses
Manage customer gifting, place and monitor order and inventory of non-merchandise e.g. uniform
Provide administrative and operation support to the department
Assist on other ad-hoc projects and tasks

Requirements & Capabilities:

University graduate in related disciplines
At least 5 years of experiences in luxury and / or retail industry, preferably in service and customer experience. Proven record in organizing VIP events is a plus
Client centric attitude with a passion for service excellence
Excellent communication skills with a team player attitude. Well-organized, creative, good problem solver with the competence for execution excellence
Self-motivated, positive, and strong sense of ownership and accountability
Proficiency in Microsoft Office (Excel and Power Point)
Excellent command of both written & spoken English and Chinese. Fluency in Mandarin. French is a plus

Interested parties, please send your resume with expected salary and date of availability to: [email redacted, apply via Company website] or by clicking "Apply Now"

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