SCOPE OF JOB:
The Head of Client Universe is responsible for delivering an exceptional client experience across every touchpoint in the store. As the guardian of the Hermès client relationship, she / he leads the Client Experience, After-Sales, External Relations and In-Store Training functions, with the ambition of making every client feel uniquely welcomed and cared for.
She / he plays a key role in fostering a client-centric culture across the entire store, working in close collaboration with the Sales Universes and Operations teams.
RESPONSIBILITIES
1.Client Experience (CX)
Define, implement and continuously elevate client experience standards across the store.
Ensure consistent service rituals are applied by all client-facing teams at every step of the client journey.
Oversee client data quality and partner with Sales teams to grow and activate the loyal client base.
Monit...