Client Experience Manager

2 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

A propos du groupe Hermès

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.
- Type de contrat:
CDI
- Pays:
Australie
- Ville:
Sydney
- Travail:
Retail
- Expérience:
Minimum 3 ans
- Société:
Hermès Australia

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