Client Experience and Service Manager, South Coast Plaza

The Team:

The Hermès South Coast Plaza Boutique opened in 1997 and focuses on providing extraordinary service to clients as a part of the Western Region. This position will report to the Managing Director and will work collaboratively with the sales team and selling support teams to facilitate an exceptional client experience in a fast-paced, luxury environment.

 

The Opportunity:

The Client Experience and Service Manager is responsible for providing an unparalleled client experience by creating a welcoming environment throughout the entire boutique. This position will work collaboratively with sales associates in supporting all elements of the client journey throughout the selling ceremony. The Client Experience and Service Manager will collaborate with the Managing Director on all boutique and local Hermès events. They will adeptly and gracefully support the client and team with any complex interactions exuding warmth, and professionalism.  The Client Experience and Service Manager will be responsible for contributing to and promoting a welcoming culture of graciousness throughout the boutique and within the team.

 

About the Role:

• Responsible for providing an unparalleled client experience by supporting the creation of a welcoming environment from the front door to the sales floor.
• Work collaboratively with front of house leadership and sales associates in supporting all elements of hospitality throughout the selling ceremony.
• Create an effortless luxury environment and exceed expectations in all elements of service throughout the boutique.
• Efficiently manage main floor traffic by ensuring all clients are greeted in a prompt and gracious manner, determining client needs, and when necessary, escorting them to the appropriate floor or sales associate.
• Serve as a role model to continuously demonstrate Hermès Client Culture values in all interactions.  Approach all encounters with clients, guests, and colleagues in a gracious, attentive, courteous, and service-oriented manner.
• In collaboration with the leadership and sales team, provide a bespoke and high touch service experience to all clients.
• Facilitate and manage client experience service tools and resources to support the needs of the team and clients, including the management of Queuing and Appointment Solutions.
• Provide direction, coaching, and support to the Hospitality team, on their individual development.
• Lead guest relations within the Boutique, including recommendations for dining, entertainment, and transportation by having deep understanding and knowledge of South Coast Plaza and the surrounding markets.
• Manage hospitality inventory and identify local vendors to continue to elevate and refresh the experience in store.
• Demonstrate working knowledge of all Métiers (product categories).
• Offer storytelling and history behind our products and the Maison art collection.
• Alert to client service needs at all times to recognize any signs of potential issues, maintaining a close partnership with Asset Protection.
• Demonstrate flexibility and adaptability to support the needs of the business and all operational duties as needed.
• All other duties assigned by supervisor.

 

Supervisory Responsibility:

• YES: In partnership with store management, this role is responsible for the Hospitality team. This position will collaborate with Store Management as a point of contact in partnering with client concerns and will be a liaison between the Client Relations Center and store teams to support all client inquiries. The role requires direct floor supervision and support in all boutique operational functions.

 

Budget Responsibility:

• YES: Responsible for establishing and adhering to Client Services budget.

 

Decision Making Responsibility:

• YES: The Client Experience and Service Manager will ensure all members of the team are fully supported in client relations and hospitality management. This position will collaborate with Store Management and Operations teams to develop and implement best practices, strategies, and priorities related to client experience and service.

 

About You:

• Minimum of three to five years of Client Service experience in a luxury environment
• Experience in a similar retail environment, or as a Concierge or Host in other high-end environments such as hotel and fine dining
• Leadership or supervisory experience in previous role preferred
• Ability to provide information about the neighborhood, store services and other customer inquiries
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