CX Manager Zürich (W/M) — Hermès

Full description

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.
• 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.
• Design tailor-made appointments (selection of the consultant, staging, coordination with the visual team) for special moments.
• Develop delicate tokens (gifts, personalized messages, invitations) that surprise and bond. 3) Customer Service / After-Sales
• Define improvement priorities for the after-sales journey and measure their impact.
• Support the after-sales ambassador and ensure that inquiries (repairs, returns, deliveries) are processed properly.
• Take on complex cases and reassure the customer every step of the way until the perfect solution. II. Customer development
• Ensure reliable, complete and data protection-compliant data collection.
• Develop clienteling strategies together and enliven the local community through customer analysis.
• Maintain preferred relationships with loyal customers and support the development of sustainable portfolios. III. Sales and Service
• Help the team turn any request into an elegant solution, even under constraints.
• Monitor all services: complaints, appointments, special and personalized orders, reservations and “wishes”, distance selling. IV. Maison Ambassador and Role Model
• Embody the Maison's values: integrity, elegant demeanor, service excellence.
• Create role models in the team through example and qualitative feedback.
• Sharing the history, culture and know-how of the Maison to enrich the imagination of customers.
• Convey enthusiasm, generosity and emotion to make the boutique a place of surprise and delight. V. Team management 1) Team leadership
• Orchestrate everyday life: planning, clear distribution of roles, understandable goals.
• Observe on the sales floor and provide continuous, accurate and appreciative feedback.
• 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.
• Ability to inspire, engage and develop teams.
• Impact on operational activities and management of customer services.
• Exemplary presence on the floor and efficient cooperation with all managers. Looking for profile
• Proven experience in leading retail teams.
• Strong service culture and excellent understanding of the luxury customer journey.
• Natural leadership, communication skills and ability to have a positive influence.
• Elegance, dynamism, sense of responsibility and independence.
• Results orientation, attention to detail and quality standards.
• Excellent mastery of digital work tools.
• Agility, curiosity and solution-oriented attitude. Languages ​​• Excellent level of German and English.
• French is welcome. As a responsible employer, we are committed to ethics, diversity and inclusion. Join the human adventure of Hermès!