Director, Client Services - Hermes

The Opportunity:

The Director of Client Services of the Hermès Maison Madison Flagship is responsible for the management and performance of sales and service-related functions within the Flagship. This position oversees client-service related functions, including After Sales, Craftspeople Workshop, Alterations, and Personal Shopping, ensuring productivity and service standards are met while maintaining high quality of work. The Director of Client Services will work collaboratively with Global Hermès counterparts and support functions to maintain high-quality standards of these areas.

About the Role:

• Directs, implements, and maintains all store services, including After Sales, Craftspeople, Workshop, Alterations, Web to Shop, and Personal Shopping
• Serves as a guide to the full Sales team as it relates to new initiatives within the Client Services department
• Provides engaging, strategic, fair, and consistent leadership and a solutions-focused mindset for all client inquiries
• Demonstrates exceptional knowledge and expertise of product and craftsmanship
• Collaborate with Client Development and Concierge team on client lists, managing client capture and client opt-in status
• Serves as liaison for the Flagship to the Client Relations Center: manages the communication of scheduling, managing daily client contact, incoming emails and calls
• Supports in the implementation and continued adherence to the Hermès Client Culture Values along with the management team
• Drives the impact of Client Service function's operational activity on the overall sales goals and objectives , achieving or exceeding those goals
• Builds relationships with domestic and international counterparts to improve the Hermès after sales service experience
• Creates strong relationships and partnerships in the field and acts as a liaison to Store and the Director of Concierge
• Ensure that Client Service team roles are clearly defined and have clear goals and measurements of success
• Coaches and manages After Sales Manager, Alterations Manger, and Workshop team to support needs of the store teams
• Ensures mutual trust, respect, and cooperation among all members of the team, work closely with selling teams and colleagues on developing service activities in-store
• Set and manage client satisfaction standards: managing repair lead times in all departments
• Develops and tracks KPIs to provide service focus and measurable goals across the Flagship
• Provide selling service support and follow up and resolve escalated service issues with the highest level of service
• Prepares and directs scheduling for the Client Service team, monitors attendance, and all time-activities, both in-store and at Workshop to ensure adequate coverage to accommodate clients
• Supports with other operational duties as needed
• All other duties assigned by supervisor

Supervisory Responsibility:

• YES: Manages the After Sales Manager, Workshop/Craftspeople Team, Alterations Manager and Personal Shopping Services

Budget Responsibility:

• YES: Responsible for establishing and adhering to Client Services budget

Decision Making Responsibility:

• YES: Including, but not limited to, approving best course of action for team growth, product repair, policy and procedure related to After Sales, Workshop, and Alterations activities.

About You:

• Minimum eight to ten years of Client Service experience in a luxury environment
• Proven leadership and Director-level experience, particularly in management development and decision-making skills
• Exceeds Clients' expectations in all interactions
• Impeccable standards of service and experience with a luxury clientele
• Demonstrated experience running a high-volume service-focused business
• Proven ability to supervise and develop other high-level members of store management
• Solid understanding of business operations
• Strong leadership, communication, and organization/ planning skills
• Ability to motivate and maintain team morale
• Ability and desire to form strong partnerships across the organization
• High taste level and passion for our brand and heritage
• Comfortable with fast paced environment, ability to prioritize effectively, ability to work well under pressure
• Knowledge of French language helpful
• High level engagement skillset, relationship-building and communication skills are key
• Travel required to Paris on an as-needed basis as determined by the business
• Flexible with schedule changes to accommodate needs of the business

Hermès of Paris (USA) requires proof of full vaccination status as defined by the CDC and/or applicable state or local health agencies against the virus known as COVID-19, and any variants, as a condition of employment with Hermès of Paris (USA), except where prohibited by state or local law. Hermès of Paris (USA) will consider any reasonable requests for accommodations for disability and sincerely held religious beliefs in accordance with applicable laws.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.

Company Overview

Since 1837, Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time.

An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Hermès, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès' success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world, a mission that's at the heart of our commitment to progress. This narrative can be experienced in a series of shorts films "Footsteps Across the World" available on our website. Link here .

Our Commitment

Family is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.

At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.

We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com. Please do not submit resumes or applications to this email address.