Job Description

Working closely with the Client Relationship Manager to enhance relationships for both existing and new clients, providing exceptional service. Ensuring that the role is executed to the highest standards in line with the values of the House.

Key responsibilities

• Providing a very refined service, maintaining client loyalty & satisfaction across VIC in the Maison.

• Building and maintaining strong relationships with prospective and existing clients.

• Aim to develop a trusting relationship with the client, whether existing or new, assisting them through a seamless sales journey, providing an appointment to ensure their welcome is always at it’s very best.

• Should there be intervals where no appointments or engagements are scheduled, to ensure you support the shop floor where needed.

• Ensure excellent communication and engagement skills, nurturing the client’s positive perception of the House, this also reflects via our digital tools, especially WhatsApp.

• Aim to excel the Hermes values and culture, ensuring the customer’s expectations are managed appropriately, especially concerning our more sensitive products.

• Attending to the customer needs with a proactive and responsive service ethic, going above and beyond to exceed the customers' expectations by providing an inspiring environment.

• The Customer Relationship specialist must ensure the fostering of all client relationships through meticulous organisation and attention to detail.

• Show discretion when dealing with high profile clients and especially with information shared by them, respecting their confidentiality.

• This role requires skills to sell across all metiers, enriching the experience of our client.

• The aim is to develop and support our most engaged clients, ensuring their loyalty and enthusiasm towards the house

• Maintaining a deep knowledge of company products and services.

• Participate where necessary during the Buying Program with the aim to offer a Bespoke service to established clientele.

• Excellent conflict resolution and problem-solving skills, remaining professional and gracious at all times.

• Liaising with Customer Experience Manager on all CRM developments and initiatives

• Working harmoniously with the wider team for support and to impart knowledge

• Working with the Client Relationship Assistant and Concierge to help build memorable moments for our clients

About You

• Previous experience working within a Client Relationship Specialist role, creating exceptional relationships with the top 1% of VIC clientele

• Takes an organised, flexible and reliable approach

• Positive & effective communication also transmitted via both verbal and digital communications

• Excellent selling skills and knowledgeable about product

• Ensure the K&B & C Wish policies are followed and adhered to

• Good team player with capacity to work autonomously

• Professional with ability to work efficiently and accurately under pressure

• Methodical and timely approach to problem solving

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