CX Manager Zurich (f/m) — Hermès
- Location
- Zurich, Switzerland
- Contract
- full-time
- Posted
- 87 days ago
Role overview
General role As a key member of the management team, the In‑Store Customer Experience Manager ensures an exceptional customer experience, true to Hermès values and perfectly in line with the business strategy.
He/She manages hospitality, accompanies teams and ensures that every interaction — in the boutique and beyond — is memorable, coherent and seamless.
- General role As a key member of the management team, the In‑Store Customer Experience Manager ensures an exceptional customer experience, true to Hermès values and perfectly in line with the business strategy.
- He/She manages hospitality, accompanies teams and ensures that every interaction — in the boutique and beyond — is memorable, coherent and seamless.
- Key Responsibilities I. Customer Excellence 1) Boutique Experience
- Collaborate with boutique management to shape the experience strategy and lead a continuous improvement approach based on in-store observations and customer feedback.
Main responsibilities
- Key Responsibilities I. Customer Excellence 1) Boutique Experience
- Collaborate with boutique management to shape the experience strategy and lead a continuous improvement approach based on in-store observations and customer feedback.
- Set the rhythm during the morning briefings, focused on reception, daily priorities and important moments.
- Guarantee impeccable support from the first contact: elegant presence on the sales floor, precise support, constructive feedback.
- Convert every feedback into concrete action and spread a demanding customer culture.
- Facilitate customer flow and routing to maintain the tranquility of the spaces and the quality of each exchange.
- Support the teams in sensitive situations (unavailability, complaints, special requests) with tact and solution orientation.
- Contribute to the work of the “Customer Experience” community in close collaboration with the person responsible for the customer experience. 2) Events and appointments
- Welcome and accompany guests to events and visits to the Maison, with an unmistakable attention to detail.
- Manage the appointment calendar and allocation to sales consultants to ensure smooth support.
Company and context
- Optimize the organization together with the boutique management (capacities, structure, rotations, recruitment). 2) Talent development
- Set development goals and coach them with commitment and support.
- Conduct monthly interviews and the annual interview; propose targeted development plans.
- Identify training needs and lead meetings when necessary. 3) Commitment and Cohesion
- Promote positive discipline, mutual respect and open communication.
- Share direction, results and successes; celebrate and activate areas for improvement.
- Foster connections between teams and boutiques; create formal and informal exchange moments.
- Ensure active participation in training, briefings and important events. Performance indicators
- Achievement of boutique goals (sales, KPIs, mystery shopping).
- Quality of customer relationships and progress of satisfaction indicators.
Additional details
- Key Responsibilities I. Customer Excellence 1) Boutique Experience Customer development Maison Ambassador and Role Model
- Convey enthusiasm, generosity and emotion to make the boutique a place of surprise and delight. Team management 1) Team leadership
- Ensure active participation in training, briefings and important events. Performance indicators
- Exemplary presence on the floor and efficient cooperation with all managers. Looking for profile
Notes and original content
- Key Responsibilities I.
- Customer Excellence 1) Boutique Experience
- Customer development
- Sales and Service
- Maison Ambassador and Role Model
- Convey enthusiasm, generosity and emotion to make the boutique a place of surprise and delight.
- Team management 1) Team leadership
- Ensure active participation in training, briefings and important events.
- Performance indicators
- Exemplary presence on the floor and efficient cooperation with all managers.
Questions about this listing
What salary does Hermès offer for this role?
Hermès lists CHF 101'500 - 154'000 gross per year for this position in Zurich, Switzerland. This is the salary published in the original listing (or, when the employer omits a figure, a realistic estimate for the role and sector) — the calculator on this site converts it to your actual net take-home once cross-border tax and social contributions are applied.
Is this a full-time role, and what type of contract does Hermès offer?
This listing is a full-time position. The contract type shown here comes directly from the employer's original posting; always confirm exact hours, notice period and probation length with Hermès during the application process, since these details can vary by role even within the same contract category.
Do I need a cross-border work permit for a role in Zürich?
EU/EFTA residents living in the border zone of the country adjoining Canton Zürich can apply for a G permit; the Swiss employer files it with that canton's migration office after the contract is signed. Border-zone rules and processing times vary by neighbouring country and canton, so confirm the specifics with Zürich's cantonal migration office or with HR during the application.
How do I apply for this position at Hermès?
Use the "Apply now" button on this page — it links directly to Hermès's original listing at talents.hermes.com, so your application goes straight to the employer's own applicant-tracking system. Frontaliere Ticino does not collect or forward applications itself.
