Customer Experience Manager (M/F)

Job description

MISSION: The Customer Experience Manager supports the development of service excellence across Hermès Ibérica stores, ensuring that the Group’s standards of client experience are consistently implemented and maintained. The role works closely with the stores and central teams to monitor customer experience performance, coordinate client-focused initiatives, and ensure the proper management of customer interactions and feedback through the Client Relations Center (CRC), This role contributes to strengthening client engagement and long-term client relationship across Spain and Portugal. This position is part of the Retail Team of Hermes Ibérica based at Head Office and reports directly to the Retail Activity Director. KEY RESPONSABILITIES: Support the stores in delivering service excellence Support Store Managers and In-Store Customer Experience Managers in maintaining Hermès service standards across all stores. Use Mystery Shopping results as a tool to identify improvement areas and action plans. Work closely with HR to support training initiatives focused on service excellence and the selling ceremony. Coordinate and follow up on client-focused initiatives led locally or by Hermès...