Client Experience Manager Harrods

Create a welcoming and empowering environment where every team member feels valued, supported, and inspired.

Partner with Boutique Management and Head Office Client Experience (CX) team to design and deliver an engaging onboarding journey for newcomers, reflecting the Hermès approach to hospitality and care.

Coach and mentor teams to bring the Hermès values to life in their daily interactions with clients and colleagues.

Build and sustain team morale through engagement initiatives, feedback sessions, and open communication.

Celebrate and leverage the knowledge of long-serving team members, encouraging knowledge-sharing and pride in craftsmanship.

Lead the submission process for the monthly Celebration and Sharing Breakfast, working with Boutique Management to identify and propose the team or individuals who have best demonstrated the Hermès values in action.

Identify opportunities to enhance both the physical and emotional work environment, ensuring it supports wellbeing, collaboration, and creativity.

Serve as an advocate for mental wellbeing within the Boutique and collaborate with HR on wellness and engagement initiatives.

Partner with management to identify development needs, support performance conversations, and reinforce a culture of growth and care.

Ensure effective adoption and use of CX tools and platforms (e.g., service excellence visits, queuing systems, personalization, aftersales tools, omnichannel initiatives).

Act as a bridge between Head Office and Boutique teams to ensure consistent understanding and execution of CX strategies.

Gather insights and feedback from the Boutique floor to support continuous improvement and strategic refinement of the client experience.

You are a natural host — observant, empathetic, and genuinely passionate about people. You bring experience in client experience, hospitality, or retail management, ideally within a luxury or high-touch environment.

You combine intuition and structure, ensuring both human connection and operational excellence are at the heart of every decision. You are recognized for your ability to coach, inspire, and bring out the best in others — nurturing a culture of generosity, authenticity, and team spirit.

Adaptable and collaborative, you thrive in dynamic environments and balance daily operations with strategic thinking. You are curious about innovation and adept at using tools that enhance the client journey.

Above all, you embody the Hermès spirit: warm yet precise, elegant yet human, creating experiences that feel personal, sincere, and unmistakably Hermès.

At least 3 years of proven management experience demonstrating strong leadership and team development

Experience in high end luxury, 5-star hotels or private members clubs, ideally in an Experience Manager capacity

Skilled in orchestrating emotions to ensure every client feels seen, surprised and truly special.

The ability to orchestrate emotions so that every client leaves feeling seen, surprised, and truly special

Proven ability to design and execute bespoke client events with creativity and precision

Background in client facing role with strong customer service and CRM focus

Client and service-oriented with excellent communications and interpersonal skills

Highly organised, flexible and reliable.

Proficient in IT systems including sales systems, Microsoft Office, and Windows etc.

A proactive team player with capacity to work autonomously

Professional with ability to work efficiently and accurately under pressure

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