Customer Experience Executive - Dubai Mall

ROLE SUMMERY

• As a Client Experience Executive, you will be responsible to ensure that each client enjoys an exceptional and memorable experience that reflects our brand’s values and standards.

RESPONSIBILITIES

• Greet and warmly welcome clients, creating a comfortable and inviting environment

• Engage with clients to understand their needs, preferences, and style, offering tailored recommendations, using traffic management tools if needed

• Effectively manage the waiting time applying appropriate verbal and non-verbal communication and using traffic management tools if needed

• Support sales team in delivering a seamless client experience by coordinating services like product reservations, client appointments, customer orders, paid items pick-ups and follow-ups

• Monitor and follow up on the client feedback on the shopfloor ensuring that any issues are promptly communicated to the managers (if needed), addressed and resolved in a client-centric way

• Present, support and assist in organizing and executing in-store events or experiences aimed at enhancing client engagement. Share stories and anecdotes about Hermes with clients whenever possible

• Collaborate with store runners, sales team, and management to ensure that client-facing areas are impeccably maintained and stocked

• Keep records of the regular clients’ preferences, interactions, and feedback in line with client relationship management practices

• Act as a brand ambassador, embodying the brand’s values and maintaining an approachable and elegant demeanor

• Ensure that all service-related guidelines and brand standards are consistently followed

• Build strong and enduring relationships with clients to encourage repeat visits

• Support loyalty and retention efforts by engaging clients with personalized communication, and special services such as beauty consultations and F&B

• Continuously learn about clients’ evolving preferences to provide personalized assistance that makes them feel valued and understood

MEASURES OF SUCCESS

• Operational Efficiency and Excellence – traffic and waiting time management

• Product and Brand Expertise – Deeply understands the brand’s heritage, values, and products to educate and inspire clients

• Seamless waiting experience – adherence to service-level expectations

• Collaboration and team support – feedback from the teams and management on the ease of collaboration and support provided (communication, follow-ups)

• Consistency in maintaining and organizing client-facing areas

• Number of proactive actions taken to address client needs without prompts (follow-up, offering different services)