AddressA 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.
The Opportunity
This newly created role will be the Client Service Ambassador of the boutique, ensuring the correct services compliment the Client experience of all clients. Being a role model for embodying the service values of the house whilst extending exceptional hospitality. This role will manage and support all private client appointments in the boutique whilst ensuring all client services tools are well managed.
Your primary responsibilities will include but are not limited to:
Customer Service and Sales Support
- Oversee the Sales Floor with Floor Managers to embody the Client Service of the Maison and be an ambassador for the flagship for client experience and hospitality.
- Queue management, appointment management, and accepting walk-in clients
- Greet clients when they enter the store and give a positive first impression.
- Guide clients through the boutique on store tours providing architectural and relevant information
- Engage with customers on the floor and introduce to the relevant team member; direct clients to the appropriate area for their appointment
- Extend service gesture including but not limited to client requests such as repairs, online pickup, belt hole punching and client resolutions for service issues.
- Support the waiting system of the boutique with the Store Operations Manager
- Manage any external disturbances of the boutique with Team Leaders and Floor Managers
- Support in store animations and clientelling activities
Private Client Area Management
- With the Store Operations Manager, review and manage the booking of the private client areas in the boutique.
- With the Sales Associate, prepare and organise the private client areas ahead of any appointments
- Keep accurate records of client appointments and update changes accordingly
- Provide support to the Client appointment by offering sales tools where necessary
- Oversee and ensure that the private client areas are returned to an immaculate state after every client appointment
Oversee Service Stock Ordering & Replenishment
- Ensure that optimal volumes of beverage, food and accompaniment items are ordered and well stocked in the BOH
- Oversee to ensure Client Hygiene and Sanitisation tools are replenished and well presented
- Manage porcelain & glass wear orders according to needs
- Ensure all Service tools are well stocked and replenished including but not limited to service umbrellas, discreet packaging etc
- Replenish the client service areas daily with focus on private client areas
- Ensure the tidiness and cleanliness of all dry bars, wet bars and client service areas.
Internal Liaison
- Report any external activity of the boutique to the Management team.
- Identify areas of improvement and share ideas and best practices.
- Inform management about potential client complaints.
- Train the Sales team in the proper use of systems for clientelling
- Collating reports for private client appointments to present to Store Operations Manager
- Ensure audit compliance is respected in all aspects of the role
About You
You will bring an expert level of customer service experience with a high standard of presentation, interpersonal skills and grooming. You will be a team player and embody the values of the Hermès House. You will possess strong communication skills. You will be able to quickly adapt to an ever-evolving, rapid moving retail environment whilst maintaining professionalism and ensuring the delivery of exceptional client service to our clientele. You will be passionate about our creations whilst also sensitive to the craft and identity of our Maison.
This is a fantastic opportunity to join a dedicated, well-rounded team within the Hermès Maison.
If this sounds like you, we invite you to apply and request that you address the following questions in your cover letter:
1) What is your motivation to apply for Hermès?
2) What do you know about Hermès?
3) If you were an Hermès piece, what would you be and why?
