Client Experience Manager

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    "ExternalDescriptionStr": "<p><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Overview</strong></span></p><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">The Client Experience Manager (CX Manager) leads the Canadian strategy to deliver emotionally compelling interactions that reflect the brand's heritage of craftsmanship and enchantment. They oversee CRM initiatives and clienteling standards while ensuring regional operations align perfectly with global group policies. A major focus includes hosting key clients at exclusive events and traveling to major Hermès gatherings to cultivate authentic, long-term relationships. By analyzing data and KPIs, the manager guides cross-functional teams in Retail and Operations to maintain superior service quality and data accuracy. Success in this role requires a deep commitment to the \"Made in Hermès\" philosophy and the leadership skills to resolve complex client issues with precision.</span><br><br><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Key Responsibilities</strong></span><br><br><span style=\"font-size: 10pt; line-height: 115%;\"><strong><u>Strategy</u></strong></span></p><ul><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Develop cross-functional client strategies that meet brand objectives and identify and implement high-impact, emotionally compelling service improvements</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Build a global client strategy for the subsidiary:</span></p><ul style=\"list-style-type: circle;\"><li><p style=\"margin-bottom: 0in; margin-right: 0in; margin-top: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Understand client connections with Hermès</span></p></li><li><p style=\"margin-bottom: 0in; margin-right: 0in; margin-top: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Lead global client strategies to enhance brand image and category development</span></p></li><li><p style=\"margin-bottom: 0in; margin-right: 0in; margin-top: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Ensure a memorable, emotionally compelling experience at all touch points, including after-sales</span></p></li></ul></li></ul><p style=\"margin-bottom: 0in;\">&nbsp;</p><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\"><strong><u>Maintain Client Relationships:</u></strong></span></p><ul><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Manage the animations calendar and unique client events cross-departmentally</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Propose and drive initiatives to deepen client engagement</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Coordinate commercial events in collaboration with Retail, Operations, Merchandising and Communications teams and initiate one-of-a-kind experiences for clients</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Support stores and H.com teams with client outreach, follow-ups, and complaint resolution</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Identify, create and foster special connections with key clients</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Implement and standardize a Client Engagement Model for the sales team:</span></p><ul><li><span style=\"font-size: 10pt; line-height: 115%;\">Establish clear expectations for client outreach cadence and follow up protocols</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Appointment strategy with personalized experiences</span></li></ul></li></ul><p><br><span style=\"font-size: 10pt; line-height: 115%;\"><strong><u>Communication Initiatives</u></strong>:</span></p><ul><li><span style=\"font-size: 10pt; line-height: 115%;\">Partner with analysts to optimize data quality and monitor performance KPIs</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Educate teams on qualitative data collection and GDPR compliance</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Deliver customized data insights and monitor database quality to drive client retention and recruitment strategies</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Partner with analysts to optimize data quality and monitor performance KPIs</span></li></ul><p style=\"margin-bottom: 0in;\"><br><span style=\"font-size: 10pt; line-height: 115%;\"><strong><u>Omnichannel Client Experience:</u></strong></span></p><ul><li><span style=\"font-size: 10pt; line-height: 115%;\">Be the point of reference for the Canada stores and the CRC, working closely with the Ecommerce team to ensure a smooth and consistent experience for clients</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Work closely with the managers to implement new Omnichannel solutions and ensure optimal use in store</span></li></ul><p style=\"margin-bottom: 0in;\"><br><span style=\"font-size: 10pt; line-height: 115%;\"><strong><u>Support store/H.com teams</u></strong></span></p><ul><li><span style=\"font-size: 10pt; line-height: 115%;\">Build and animate the Experience Manager’s community</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Collaborate with the Learning &amp; Development BP to create and co-animate training programs</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Collaborate with managers to identify improvements and execute action plans</span></li></ul><p style=\"margin-bottom: 0in;\"><br><span style=\"font-size: 10pt; line-height: 115%;\"><strong><u>Client Services:</u></strong></span></p><ul><li><span style=\"font-size: 10pt; line-height: 115%;\">Collaborate with retail operations to oversee the roll-out of new services or improve existing ones both in-store and online</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Nurture a client-centric mindset and monitor service KPIs to resolve pain points</span></li></ul><p style=\"margin-bottom: 0in;\"><br><span style=\"font-size: 10pt; line-height: 115%;\"><strong><u>Front-of-House Standards:</u></strong></span></p><ul><li><span style=\"font-size: 10pt; line-height: 115%;\">Define and implement a clear standard for the host(ess) role in stores across Canada to ensure consistent and elevated client experience</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Ensure consistent use of the appointment management tool to effectively track and measure booking conversion, attendance rates and overall client engagement</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Manage bi-annual uniform procurement and enforce strict grooming and etiquette standards through store leadership</span></li></ul><p style=\"margin-bottom: 0in;\"><br><span style=\"font-size: 10pt; line-height: 115%;\"><strong><u>Regional &amp; Global Synergy:</u></strong></span></p><ul><li><span style=\"font-size: 10pt; line-height: 115%;\">Actively engage with international and regional Hermès communities to share best practices and drive cross-functional synergies</span></li><li><span style=\"font-size: 10pt; line-height: 115%;\">Propose new initiatives and challenge existing standards to promote organizational growth and change</span></li></ul><p>&nbsp;</p><p><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Requirements</strong></span></p><ul><li><span style=\"font-size: 10pt; line-height: 115%;\">8+ years’ relevant experience in a retail environment</span></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Availability for store hours, weekends, and extended event hours, with a requirement for regional and occasional international travel</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Excellent presenter and communicator; fluent in English (French is an asset)</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Inspiring leader with the gravitas to influence senior stakeholders and develop teams</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Strong analytical, project management, and cross-functional collaboration skills</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Pragmatic, high-energy work ethic, and comfortable navigating diverse cultures</span></p></li></ul><p style=\"margin: 0in 0in 0in 0.25in;\">&nbsp;</p><p style=\"margin: 0in 0in 0in 0.25in;\"><i><span style=\"font-size: 10pt; line-height: 115%;\">Job responsibilities and functions are not limited to the above.</span></i></p><p style=\"margin: 0in 0in 0in 0.25in;\">&nbsp;</p><p style=\"margin: 0in 0in 0in 0.25in;\">&nbsp;</p><p><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Compensation</strong></span></p><ul><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">The anticipated annual compensation range for this position is&nbsp;$90,000 - $110,000 CAD. For final offers, we take into consideration factors such as experience, skills, responsibilities of the position, and internal equity.&nbsp;</span></p></li><li><p style=\"margin-bottom: 0in;\"><span style=\"font-size: 10pt; line-height: 115%;\">Comprehensive benefits package including medical, dental, vision, long-term disability, life insurance, AD&amp;D, and company group retirement savings plan.</span></p></li></ul><p>&nbsp;</p><p><span style=\"font-size: 10pt; line-height: 115%;\"><strong>Vacancy Status:&nbsp;</strong>This position is for an existing vacancy.</span></p><p style=\"margin: 0in 0in 0in 0.25in;\">&nbsp;</p>",
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