Hermès Customer Experience Manager

Overview

Hermès Ibérica is the Spanish subsidiary of the French luxury house Hermès, representing the maison’s leather goods, silk, accessories and ready-to-wear in Spain and Portugal. As part of Hermès’ international retail network, the subsidiary applies the brand’s artisanal values, rigorous service standards and long-term client relations across its boutiques and headquarters functions.

Role & Responsibilities

• Drive service excellence across Hermès Ibérica stores by supporting Store Managers and In‑Store Customer Experience Managers to implement and maintain Group customer service standards.
• Manage and lead the Client Relations Center (CRC) based in Barcelona, supervising day‑to‑day operations, workload distribution and a team of Client Advisors handling phone, email and WhatsApp interactions.
• Consolidate customer feedback, manage client complaints, ensure proper documentation and perform analysis to produce KPI reporting with concrete improvement actions.
• Develop and implement the CRM plan: improve client data capture, support client segmentation analysis, extract and share CRM reports to support commercial and communication actions.
• Coordinate client‑focused initiatives and local retail activations in collaboration with Retail Activities, Communication, IT and Operations, ensuring alignment with Hermès guidelines.
• Use Mystery Shopping and other quality measures to identify improvement areas and coordinate training and action plans with HR.
• Act as the client correspondent for Spain and Portugal, liaising with Hermès International to share best practices and ensure consistency of tone, processes and service standards.

Qualifications

• Minimum 6 years' experience in luxury retail with demonstrated responsibility in customer experience management, client relations or CRM‑driven initiatives.
• Proven experience managing a customer service/CRC team and supervising multi‑channel customer interactions (phone, email, WhatsApp).
• Strong analytical capability with experience in extracting and interpreting CRM reports, KPIs and client segmentation.
• Excellent verbal and written communication skills, organized with strong problem‑solving ability.
• Client‑centric, commercially aware, meticulous and able to build relationships across stores and central teams.
• High level of Spanish and English; French is a plus.

Skills

Experience

Minimum six years in the luxury retail sector with hands‑on experience in customer experience management, CRM initiatives and team leadership; proven track record of improving service KPIs and managing a multi‑channel client relations team.

Education

Bachelor’s degree or equivalent in Business, Marketing, Hospitality, or a related discipline preferred.

Culture

Hermès places a premium on artisanal excellence, discretion and long‑term client relationships; its Iberian subsidiary emphasises rigorous service standards, cross‑functional collaboration and respectful, craft‑led retail practices. The organisation values ethical conduct, diversity and employee development within a quiet, refinement‑driven workplace.