Client Experience Manager
Hybrid · London, England, United Kingdom
Job Summary
Client Experience & Development Manager at Hermès Cadogan Place (London) leads in-store client culture, champions the six Hermès values, mentors teams, and partners with management to deploy in-store experience strategies. Responsibilities include observing and refining the client journey, delivering bespoke events, integrating CX tools, collaborating with Head Office CX, and nurturing long-term client relationships through CRM-driven insights and personalised engagement. The role combines ~80% client experience and ~20% client relationship management, requiring leadership, coaching, and the ability to design and execute bespoke client events, with a focus on hospitality within a luxury environment. Must hold a valid UK visa to work full time for the duration.
Required Qualifications
- Proven management experience with leadership and team development
- Experience in 5-star hotels or private members clubs, ideally in an Experience Manager capacity
- Proven ability to design and execute bespoke client events with creativity and precision
- Background in client facing role with strong customer service and CRM focus
- Client and service-oriented with excellent communications and interpersonal skills
- Highly organised, flexible and reliable
- Proficient in IT systems including sales systems, Microsoft Office, and Windows etc.
- A proactive team player with capacity to work autonomously
- Professional with ability to work efficiently and accurately under pressure
- You must hold a valid visa allowing you to work full time for the entire duration of employment, in line with the new immigration rules within the UK.
Additional Requirements
- Must hold a valid visa to work in the UK
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