Overview

Customer Experience Manager – Dubai Mall Jobs in Dubai at Hermès

SCOPE OF JOB: D ubai Mall Store
As a Customer Experience Manager, you will be responsible for ensuring exceptional customer service, building lasting client relationships, and elevating the overall shopping experience at our high-end fashion retail store, in collaboration with the Client Advisors. Your focus will be on delivering personalized service, fostering a positive shopping environment, and maximizing customer satisfaction to drive brand loyalty and revenue growth.
R ESPONSIBILITIES
ENHANCE CUSTOMER EXPERIENCE:
  • Support the implementation and uphold the highest standards of customer service to ensure a luxurious and memorable shopping experience for every client.
  • Act as a brand ambassador, embodying the brand’s values and creating a welcoming and sophisticated atmosphere in the store.
  • Effectively manage the correct use of the in-house queue management tool to ensure a smooth flow of customers and appointment booking.
  • Ensure that the Customer Experience Executive team is proactively engaging with customers, anticipating their needs, and providing personalized recommendations and styling advice.
CLIENT RELATIONSHIP MANAGEMENT:
  • Build and lead by example in maintaining strong relationships with high-value clients, ensuring they receive exceptional treatment and personalized attention during every visit.
  • Monitor and support management of the customer database, keeping detailed records of client preferences, purchase history, and special occasions to facilitate customized service.
TEAM MANAGEMENT AND TRAINING:
  • Lead and inspire the team of Customer Experience Executives, setting the standard for customer service excellence and providing ongoing training to enhance their skills.
  • Foster a positive and collaborative work environment, encouraging teamwork and a shared commitment to delivering outstanding customer experiences.
SALES AND REVENUE OPTIMIZATION:
  • Collaborate with the Client Advisors to meet and exceed sales targets while ensuring the focus remains on the customer’s needs and satisfaction.
  • Support the Sales Team by identify opportunities to upsell and cross-sell based on customer preferences, driving incremental revenue for the store.
CUSTOMER FEEDBACK AND SERVICE IMPROVEMENT:
  • Promote the collection and analysis of customer feedback to identify areas for improvement in the customer experience.
  • Implement strategies to address customer concerns, resolving issues promptly and effectively.
EXPERIENCE
  • Bachelor’s degree in business, Retail Management, Fashion, Customer Service or equivalent experience.
  • Proven experience in customer service with a track record of delivering exceptional customer service.
  • Strong leadership skills with the ability to motivate and inspire a team.
  • Excellent interpersonal and communication skills, with the ability to engage and connect with high-end clientele.
  • In-depth knowledge of luxury fashion trends, designers, and brands.
  • Proficiency in customer relationship management CRM software (My HPad ) and other retail systems.
  • Flexibility to work evenings, weekends, and public holidays as required in a luxury retail environment.

Title: Customer Experience Manager – Dubai Mall

Company: Hermès

Location: Dubai

 

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