Customer Experience Executive - UAE National

Customer Experience Executive - UAE National

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Join to apply for the Customer Experience Executive - UAE National role at Hermès

Customer Experience Executive - UAE National

Join to apply for the Customer Experience Executive - UAE National role at Hermès

• As a Client Experience Executive, you will be responsible for ensuring 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.

Main 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 waiting times by applying appropriate verbal and non-verbal communication and using traffic management tools if needed.
• Support the sales team in delivering a seamless client experience by coordinating services like product reservations, client appointments, customer orders, paid item pickups, and follow-ups.
• Monitor and follow up on client feedback on the shop floor, ensuring issues are promptly communicated, addressed, and resolved in a client-centric way.
• Assist in organizing and executing in-store events or experiences to enhance client engagement. Share stories and anecdotes about Hermès with clients whenever possible.
• Collaborate with store runners, sales team, and management to ensure client-facing areas are maintained and stocked impeccably.
• Keep records of clients' preferences, interactions, and feedback in line with CRM practices.
• Act as a brand ambassador, embodying the brand's values and maintaining an approachable and elegant demeanor.
• Ensure all service-related guidelines and brand standards are consistently followed.
• Build strong, enduring relationships with clients to encourage repeat visits.
• Support loyalty and retention efforts through personalized communication and 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 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 - deep understanding of Hermès' heritage, values, and products to educate and inspire clients.
• Seamless waiting experience - adherence to service level expectations.
• Collaboration and team support - positive feedback from teams and management on collaboration and support provided.
• Consistency in maintaining and organizing client-facing areas.
• Number of proactive actions taken to address client needs without prompts (follow-up, offering different services).

In alignment with the UAE Government's Emiratisation strategy, this opportunity is exclusively available to UAE Nationals holding a valid family book.

Seniority level

• Entry level

Employment type

• Part-time

Job function

• Business Development and Sales

Industries

• Retail, Luxury Goods, and Jewelry

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