Customer Experience Executive - Dubai Mall

Dubai, United Arab Emirates

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.
Working closely with the store team, the Client Experience Executive supports a warm welcoming, personalized and service-oriented atmosphere, proactively addressing clients’ needs and elevating the overall shopping experience

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
Provide the information about the mall, store services and significant cultural events in the city

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)

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