Client Experience Manager

Job description

Overview 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. Key Responsibilities: Strategy: Develop cross-functional client strategies that meet brand objectives and identify and implement high-impact, emotionally compelling service improvements Build a global client strategy for the subsidiary: Understand client connections with Hermès Lead global client strategies to enhance brand image and category development Ensure a memorable, emotionally compelling experienc...