Job Description

We are currently seeking an experienced, dedicated, dynamic and service-focused Client Experience Manager to join our Cadogan Place store.

The Client Experience Manager plays a pivotal role in cultivating a culture of excellence within the stores — one that places both the client and the team at the heart of every moment.

This hybrid role combines two complementary missions:

• Client Experience (approx. 80%) – Elevating the in-store experience through the six Hermès values and ensuring they are lived authentically by our teams.

• Client Relationship Management (approx. 20%) – Supporting the store in nurturing long-term client relationships through meaningful engagement, insight, and care.

Working closely with the Store Directors and the Head Office Client Experience (CX) team, the role ensures that the store embodies a uniquely Hermès experience — refined, human, generous, and connected.

Through leadership, coaching, analysis, and storytelling, the Client Experience & Development Manager ensures that every touchpoint — for both clients and teams — reflects our six guiding values:

• Welcome Simplicity

• Inspiring Surprise

• Bespoke Attention

• Human Bonding

• Story Sharing

• Heartfelt Generosity

Key Responsibilities

Client Experience & Culture

• Champion the Hermès Client Culture in-store, ensuring that every experience reflects our six guiding values

• Act as the ambassador of in-store experience, creating an atmosphere of warmth, attentiveness, and authenticity.

• Partner with Store Management to define, deploy, and evolve the in-store experience strategy, ensuring alignment with the GB CX strategy.

• Observe, analyse, and refine the client journey across all touchpoints — from welcome to farewell — ensuring a seamless, elegant, and emotionally engaging experience.

• Lead and inspire the hosting and service support teams to deliver experiences rooted in simplicity and heartfelt generosity.

• Collaborate with sales and service teams to design bespoke experiences that express the Hermès spirit and celebrate craftsmanship and creativity.

• Ensure effective use of CX tools (queuing systems, personalisation, aftersales, service excellence visits, omnichannel services) to enhance daily operations.

• Represent the store/s within the CX Community, sharing insights and best practices to inspire continuous improvement.

• Work closely with the Head Office CX team to adopt and embed new initiatives, innovations, and digital tools that enrich the client experience.

• Support and coordinate store events, activations, and in-store storytelling moments that bring the Hermès universe to life.

• Lead the submission process for the monthly Celebration and Sharing Breakfast, working with Store Management to identify and propose teams or individuals who best embody the Hermès values

Team Experience & Development

• Create an environment where every team member feels valued, empowered, and inspired to embody the Hermès values.

• Design and oversee a seamless onboarding experience that warmly welcomes newcomers to the stores.

• Coach, guide, and inspire teams to deliver exceptional service through authentic, human connection.

• Celebrate and leverage the savoir-faire of long-standing team members to foster a culture of learning and storytelling.

• Partner with management to identify development needs and nurture a culture of continuous growth.

Client Relationship Management

• Partner with Store Directors and the Head Office CX team to align store client development initiatives with broader strategic goals.

• Analyse client data and behaviours to identify opportunities for engagement, reactivation, and loyalty.

• Support sales teams in strengthening key client relationships through personalised outreach and meaningful touchpoints.

• Assist in the planning and execution of client events and bespoke experiences, ensuring they reflect both client insight and Hermès elegance.

• Encourage accurate client data capture and segmentation in alignment with CRM best practices.

• Share client insights and feedback to inform store actions and enhance the quality of the client database.

• Recognise and celebrate examples of exceptional relationship building and client care within the store/s.

Please Note:

You must hold a valid visa allowing you to work full time for the entire duration of employment, in line with the new immigration rules within the UK.

** Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.

Profile

About You

You are a natural connector — empathetic, observant, and passionate about people. You bring proven experience in client experience, hospitality, or client development, ideally within a luxury or high-touch environment.

You balance creativity with precision, intuition with strategy, and empathy with structure. You are skilled at coaching and inspiring teams, ensuring that both the client experience and the team experience reflect Hermès’ culture of authenticity and excellence.

Analytically minded yet human in approach, you use insights and feedback to identify opportunities and refine experiences that build long-term loyalty. You are confident navigating both the operational and emotional dimensions of the store — from service delivery to data-driven client understanding

Competencies

• At least 3 years of proven management experience demonstrating strong leadership and team development

• Experience in 5-star hotels or private members clubs, ideally in an Experience Manager capacity

• Skilled in orchestrating emotions to ensure every client feels seen, surprised and truly special.

• The ability to orchestrate emotions so that every client leaves feeling seen, surprised, and truly special

• Proven ability to design and execute bespoke client events with creativity and precision

• Background in client facing role with strong customer service and CRM focus

• Client and service-oriented with excellent communications and interpersonal skills

• Highly organised, flexible and reliable.

• Proficient in IT systems including sales systems, Microsoft Office, and Windows etc.

• A proactive team player with capacity to work autonomously

• Professional with ability to work efficiently and accurately under pressure

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