Client Experience Manager

5 months ago

Sydney, Australia Hermès Australia Full time

General Role

Main responsibilities

**Offering memorable in-store client experiences**
- Review experiential touchpoints during events, animations, and daily store life to improve customer paths.
- Improve client journey through the daily gestures of welcome, sales experience, farewell etc.
- Improve client experiences through effective and professional communications: outreach to new clients and returning clients, SAV communications, etc.
- Offer excellent client experience by handling client wishes and requests for unavailable products
- Implement client experiences strategies to recruit new clients
- Identify ways to retain the existing pool of clients through different engagement programs
- Work closely with the CRM team to effectively use client segmentations
- Define client gifting guidelines
- Develop a strong client centric culture and build a community of CX ambassadors

**Enriching the client experiences via**:

- Drive global and local initiatives to bring more elements of surprise to clients through new services, payment solutions, personalisation etc.
- Support omni-channel experiences and deployment across the stores in collaboration with the retail and operations teams
- Understand the usage of different tools used at the stores and to best ustilise them for a better client experience: H vibes, MyFolio, MyHpad, Hcare, Proxima etc.
- Great understanding of market practices across the industry
- Act as the main liaison with CRC, to improve and refine the standard operation procedures and communications to clients

**Define and differentiate the Sydney Trust Flagship Experience**:

- Drive a high level of service
- Create inspiring moments for customer experience throughout the year: Launch of new season, special occasions, gifting seasons etc.
- Create special services: refreshment and catering etc.
- Improve on waiting time experience

**Handling client complains and feedback**:

- Working with store managers to resolve different type of client complaints and secure goodwill
- Liaise with retail, operations, HR and regional legal departments on complaints that have legal repercussions
- Highlight to management issues that could be escalated
- Develop a standard commercial gesture policy for service recovery
- Keep HR updated on service lapses on the part of any individual staff when they occur

**Measuring and improving client experiences through the following**:

- Understand each store’s challenges and to explore with the stores on their areas of improvement
- Monitor and study the monthly CX reports
- Follow closely client compliments and complaints
- Develop morning briefing and service energisers to train the retail teams
- Set measurable service KPIs for the stores and share best practices
- Support and deploy worldwide and regional implementations and initiatives for CX activities

Profile
- Previous training, management and CRM experience preferred
- Client centric attitude with a passion for service excellence
- Demonstrated strong interpersonal skills with a team player attitude
- Combined business acumen and demonstrated analytical skills
- Effective project manager with the ability to creatively solve problems and handle multiple tasks simultaneously
- Proficient in Microsoft Office suite

About the Hermès Group

A creator, artisan and seller of objects since 1837, Hermès is a family-owned French house underpinned by exceptional know-how passed down from generation to generation.

Hermès asserts its uniqueness by combining creative freedom with a constant quest for the finest materials and by offering challenging and meaningful roles consistent with the values of craftsmanship that guide the house.
- Contract type:
Regular position
- Country:
Australia
- City:
Sydney
- Job:
Retail
- Experience:
Minimum 3 years
- Company:
Hermès Australia

  • Marketing Growth Strategist

    7 days ago

    Sydney, New South Wales, Australia Client Full time

    Unlock Career Growth as a Marketing Growth StrategistWe are seeking an experienced and driven Marketing Growth Strategist to join our team. As a key member of our client-facing team, you will be responsible for developing and executing marketing strategies that drive business growth and profitability.In this role, you will work closely with our clients to...

  • Strategic Media Director

    22 hours ago

    Sydney, New South Wales, Australia Client Full time

    OverviewWavemaker is a global media agency that believes there is always a better way to grow. Our mission is to positively provoke growth for our clients, people, and partners by shaping decisions and experiences through media, content, and technology.We are part of GroupM and WPP, the largest media buying alliance and marketing communications group in the...

  • Client Experience Manager

    5 months ago

    Sydney, Australia Hermès Australia Full time

    General Role Main responsibilities **Offering memorable in-store client experiences** - Review experiential touchpoints during events, animations, and daily store life to improve customer paths. - Improve client journey through the daily gestures of welcome, sales experience, farewell etc. - Improve client experiences through effective and professional...

  • Client Experience Manager

    2 weeks ago

    Sydney, Australia Perigon Group Full time

    Seeking a Client Experience Manager with previous experience in assisting clients within Managed Funds and EFTs for a 6-month contract with a global Investment Management firm.  Unfortunately, your application will not be considered if you are on a working holiday visa. 6-month fixed term contract Based in the CBD $40-45 per hour + super You will...

  • Client Experience Manager

    5 months ago

    Sydney, Australia La Prairie Group Full time

    **Role Purpose / Mission**: - Support the recruitment and retention targets of V+VIP Clients in ANZ market, with a focus on eventing, partnerships, and personal shopping relationships across all stores, domestic and travel retail - Support and empower Retail team to elevate client experience - Develop local strategies for brand partnerships and outreach...

  • Client Experience Manager

    6 months ago

    North Sydney, Australia Nine Full time

    **Company Description** Nine is Australia’s largest locally owned media company - the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want - across Publishing, Broadcasting and Digital. Our Purpose: We shape...

  • Luxury Client Experience Manager

    3 days ago

    Sydney, New South Wales, Australia Burberry Limited Full time

    Job OverviewBurberry Limited is seeking a highly skilled and experienced Luxury Client Experience Manager to join our team in Sydney, Australia. This is an exceptional opportunity to work with a global luxury fashion brand and deliver outstanding client experiences.About the RoleThe Luxury Client Experience Manager will be responsible for building...

  • Client Experience Management role

    2 weeks ago

    Sydney, Australia Perigon Group Full time

    Seeking a Client Experience Management professional with previous experience in assisting clients within Managed Funds and EFTs for a 6-month contract with a global Investment Management firm.  Unfortunately, your application will not be considered if you are on a working holiday visa. 6-month fixed term contract (with possible extension) Based in the...

  • Senior Client Experience Manager

    1 week ago

    Sydney, New South Wales, Australia State Street Corporation Full time

    About the RoleWe are seeking a highly skilled and experienced Senior Client Experience Manager to join our team. As a key member of our client services department, you will be responsible for delivering exceptional client experiences and driving business growth.

  • Client Experience Manager, Aus

    5 months ago

    Sydney, Australia Movable Ink Full time

    -Movable Ink scales content personalization for marketers through data-activated content generation and AI decisioning. The world's most innovative brands rely on Movable Ink to maximize revenue, simplify workflow and boost marketing agility. Headquartered in New York City with close to 600 employees, Movable Ink serves its global client base with operations...

  • Luxury Client Experience Manager

    7 days ago

    Sydney, New South Wales, Australia Burberry Limited Full time

    Job OverviewThe Luxury Client Experience Manager role is a highly rewarding opportunity to deliver exceptional client experiences and drive commercial success in the luxury retail market.

  • Senior Client Experience Manager

    3 days ago

    Sydney, New South Wales, Australia Burberry Limited Full time

    Company OverviewBurberry Limited is a renowned luxury fashion brand that has been a benchmark for style and sophistication since its inception in 1856. As a purpose-driven company, we aim to create a positive impact on our customers, communities, and the environment.Job SummaryWe are seeking an experienced Senior Client Experience Manager to join our team in...

  • Client Experience Strategist

    4 weeks ago

    Sydney, New South Wales, Australia AECOM Full time

    At AECOM, we're passionate about transforming the client experience and shaping the future of client engagement. As a Senior Client Experience Partner, you'll partner with the Head of Client Experience to champion a client-centric culture, supporting teams to consistently deliver outstanding client experiences that align with our strategic goals.Key...

  • Client Experience Strategist

    3 weeks ago

    Sydney, New South Wales, Australia AECOM Full time

    Transforming Client ExperienceAECOM seeks a Senior Client Experience Partner to champion client-centric culture and deliver outstanding experiences. Key responsibilities include:Developing and executing strategies to elevate client experience throughout the journey.Creating engaging learning experiences to build client service capability and...

  • Analyst, Client Experience

    5 months ago

    Sydney, Australia BlackRock Full time

    Description About this role BlackRock Whole Portfolio Solutions Servicing Team - Analyst - Client Experience Management BlackRock Overview BlackRock is one of the world’s preeminent asset management firms and a best-in-class provider of global investment management, risk management and advisory services to institutional, intermediary and individual...

  • Client Experience Strategist

    4 weeks ago

    Sydney, New South Wales, Australia AECOM Full time

    We are seeking a Senior Client Experience Partner to champion a client-centric culture, supporting teams to deliver outstanding client experiences that align with our strategic goals.This role involves:Designing and executing strategies to elevate the client experience at every stage of the client journey.Creating engaging learning experiences that build...

  • Client Experience Lead

    7 months ago

    Sydney, Australia Nextt Group Full time

    See firsthand the positive impact you have on people's lives every day - Work as part of high-performing and collaborative team At Nextt we are passionate about delivering person centered care. Being a leading NDIS provider throughout QLD, NSW, VIC, and SA we are committed to finding highly principled people so we can deliver responsive and creative support...

  • Client Experience Coordinator

    1 week ago

    Sydney, New South Wales, Australia Perpetual Full time

    Company OverviewJacaranda is a dynamic financial services company dedicated to providing exceptional client experiences. Our unique culture is underpinned by our three organisational behaviours: Stretch, Own it, Make an impact.SalaryThe estimated annual salary for this role is $60,000 - $80,000, depending on location and experience.Job DescriptionWe are...

  • Systems Manager

    6 months ago

    Sydney, Australia Experience Co. Full time

    **Systems Manager** **Who are we?** **Experience Co **is an adventure tourism company founded in 1998 with the vision of becoming the largest and most respected adventure tourism company in the world. We offer the best of the best in adventure experiences with numerous locations throughout Australia and New Zealand. As a business, we empower our employees...

  • Aladdin Client Business, Client Experience

    2 months ago

    Sydney, Australia BlackRock, Inc. Full time

    Aladdin Client Business, Client Experience, Associate **About this role** Are you a highly motivated professional interested in building a career in FinTech? Are you interested in improving clients' investment processes? Do you grow by working with sophisticated clients and internal teams to solve complex problems in a fast-paced environment? If this...