Director of Client Experience, Maison Madison Flagship - Hermes Paris : Job Details

The Team:

The Herms Maison Madison Flagship Boutique opened in 1983 and focuses on providing extraordinary service to clients as a part of the New York Region. This position will report to the Managing Vice President, New York Region and will work collaboratively with the Sales Team and the Customer Development and Client Relations Management (CDCRM) Team to support the client experience in a fast-paced, luxury environment.

The Opportunity:

The Director of Client Experience is responsible for supervising the Manager of Client Experience and Service, as well as overseeing a full team of Hospitality Ambassadors. This role will also work collaboratively with the Floor Directors to develop the client development journey for Maison Madison via CRM, events, service initiatives, and training.

The Director will develop and implement strategies to drive sales while ensuring seamless selling ceremonies and delivering the best client experience possible. The Director will also be responsible for overseeing components of client segmentation and client capture strategy.

All other duties as assigned by the supervisor.

About the Role:

* Develop a client development strategy for key customer segments of Maison Madison in partnership with the corporate Client Development and CRM teams

* Review client segmentation to measure progress in client development through client visits and non-leather spend

* Collaborate with auxiliary food services groups for Madison ensuring the hospitality team is able and consistent with delivering the best client experience possible.

* Perform regular touch bases with the selling team to understand client needs, identify opportunities, and coach team members on developing client relationships in accordance with Herms expectations.

* Ensures mutual trust, respect, and cooperation among all members of the team, works closely with selling teams and colleagues on developing client development initiatives for the Maison

* Partner with the Talent Development team to identify training opportunities and develop relevant selling ceremony and client experience modules

* Coach to the continued rollout of H2C during touch bases with the team, store/ floor meetings, and recognition of excellent service

* Work closely with the Client Experience/Hospitality team to create elevated and bespoke client experiences

* Partner with Corporate Client Development and CRM team to manage and coordinate exceptional local and international experiences for clients

* Support outreach during key moments and holidays to develop relationships- provide outreach lists, email/ texting templates as needed

* Analyze customer data and identify opportunities for growth while providing insights to support sales growth and maximize customer retention.

* Monitor and coach to Client Capture rate including consistency of capture, quality of data, client opt-in status, and compliance with Client Data Protection regulations

* Analyze performance and impact of client initiatives on client development and sales

* Expand the program of client outreach for special birthdays, anniversaries, and other significant life moments

* Establish strong client relationships that allow for continuity and ongoing representation

Supervisory Responsibility:

* Yes: Direct supervisor of the Manager, Client Experience and Services, with oversight of the Hospitality Ambassador Group and Concierge Team. This position will also collaborate with Store Management as a liaison between the Client Development team and store teams to support all client inquiries.

Budget Responsibility:

* Yes: Responsible for establishing and adhering to Client Services budget

Decision-Making Responsibility:

* Yes: Including, but not limited to, policy interpretation, approving best course of action for team growth, exceptional client experiences, and directing all Greeter/Host responsibilities for the Flagship.

Qualifications and Education Requirements:

Minimum Years of Experience

* 10+ years of experience in clienteling and sales; experience in a luxury environment strongly preferred.

Minimum Education Requirement

* College degree preferred.

About You:

* Strong planning and organizational skills with a sense of priority for deadlines and attention to detail.

* Proven leadership and Director-level experience, particularly in management development and decision-making ability

* Demonstrated experience running a high-volume service-focused business

* Impeccable standards of service and experience with a luxury clientele

* Solid understanding of business operations

* Strong understanding and high-level experience with managing luxury clientele

* Comfortable with a fast-paced environment, ability to prioritize effectively, ability to work well under pressure

* High-level engagement skillset, relationship-building, and communication skills are key

* Ability to motivate and maintain team morale

* Ability and desire to form strong partnerships across the organization

* Even tempered with the ability to continuously multi-task

* Self-starter and able to work independently

* Flexible with schedule changes to accommodate the needs of the business

* Strong knowledge of Microsoft Office & PowerPoint

* Knowledge of French language helpful

* Ability to lift between 0-25 lbs. without assistance

The range for this position is $106,374.00 - $177,290.00. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.

COMPANY OVERVIEW

Since 1837, Herms has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Herms, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time .

An independent, family-owned company, Herms is dedicated to keeping production in France through its 42 workshops, The Herms organization is also a truly global community with a network of 310 stores in 49 countries. Herms employs more than 15,000 people worldwide with over 6,000 of the workforce being Herms craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Herms, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Herms' success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Herms wish to leave a positive footprint on the world, a mission that's at the heart of our commitment to progress. This narrative can be experienced in a series of short films Footsteps Across the World available on our website.

OUR COMMITMENT

Family is at the heart of Herms. At Herms of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Herms of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Herms of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.

At Herms of Paris, we are proud to be an equal opportunity workplace. It is the policy of Herms of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Herms of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.

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