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Customer Experience Executive - Dubai Mall
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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.
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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
- 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
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Provide the information about the mall, store services and significant cultural events in the city
- 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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