Client Relationship Specialist
Hermès (GB) Ltd seeks a Client Relationship Specialist in London (Bond Street) to cultivate VIP client loyalty and manage bespoke appointments.
Overview
Hermès is an independent French luxury house renowned for exceptional craftsmanship, artisanal savoir-faire and enduring product excellence. The London operation, Hermès (GB) Ltd, upholds the Maison's commitment to discrete, high-touch client service and curated experiences across leather goods, ready-to-wear and accessories.
Role & Responsibilities
- Work closely with the Client Relationship Manager to cultivate, deepen and sustain relationships with existing and prospective VIP clients (VIC), delivering a highly refined, personalised service.
- Manage the end-to-end client sales journey: schedule and host appointments, coordinate bespoke offerings during Buying Program events, and ensure welcoming, discreet in-store experiences.
- Maintain meticulous organisation of client records and follow-ups; liaise with the Customer Experience Manager on CRM developments and initiatives.
- Use digital engagement tools (notably WhatsApp) to communicate proactively and preserve the client's perception of the Maison.
- Support the shop floor during intervals without appointments and collaborate with the Client Relationship Assistant and Concierge to create memorable client moments.
- Demonstrate discretion and confidentiality when handling high-profile clients and sensitive product requests; adhere to K&B & C Wish policies.
- Sell across all metiers, maintain comprehensive product knowledge, and represent Hermès values in every client interaction.
- Resolve conflicts professionally and promptly, applying methodical problem-solving to protect client satisfaction and loyalty.
Qualifications
- Proven track record in a Client Relationship Specialist or equivalent role servicing high-net-worth / VIP clientele (top-tier VIC).
- Demonstrable excellence in luxury retail selling, with strong product knowledge across multiple categories.
- Exceptional communication skills, including digital client communication (WhatsApp) and CRM usage.
- Highly organised, reliable and able to work autonomously while contributing positively to a team.
- Discretion and ability to manage confidential client information with professionalism.
Skills
Experience
Proven experience in a client relationship role within luxury retail, specifically working with high-net-worth or VIP clients and delivering personalised, appointment-led service; no specific years prescribed.
Education
High school diploma or equivalent required; further education in hospitality, retail, business or a related discipline preferred.
Culture
Hermès cultivates a culture of craftsmanship, refinement and discretion. The Maison prizes personalised client relationships, collegial teamwork, and a service ethos that prioritises excellence and respect for clients' privacy.