The Head of Client Universe is responsible for delivering an exceptional client experience across every touchpoint in the store. As the guardian of the Hermès client relationship, she/he leads the Client Experience, After‑Sales, External Relations and In‑Store Training functions, with the ambition of making every client feel uniquely welcomed and cared for.

• Client Experience (CX)
  • Define, implement and continuously elevate client experience standards across the store.
  • Ensure consistent service rituals are applied by all client‑facing teams at every step of the client journey.
  • Oversee client data quality and partner with Sales teams to grow and activate the loyal client base.
  • Monitor client satisfaction indicators and propose action plans accordingly.
  • KPIs: Client satisfaction scores, Mystery Shopping results, data capture rate, client retention.
• After‑Sales Service (SAV) ...