Hermès | Senior Customer Experience Executive

7 days ago


hong kong, Hong Kong SAR China Hermès Full time

Responsibilities:

  • Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments.
  • Assist in organizing store animations and activities e.g., VIP trips, customer events, etc.
  • Coordinate and follow up actions of improvement through Service Excellence (SEV Survey), customers feedback (Voice of Customers) and service issues (Feedback from CRC).
  • Support the implementation and follow-up of service enhancement projects and tasks.
  • Collaborate with store team, propose, and support the store customer experience action plan to enhance customer omnichannel experiences and customer engagement.
  • Prepare reports, track service performance, and provide insights and suggestions.
  • Support budget preparation and monitoring. Follow up invoices and verify expenses.
  • Manage customer gifting, place and monitor order and inventory of non-merchandise e.g. uniform.
  • Provide administrative and operation support to the department.
  • Assist on other ad-hoc projects and tasks.
  • Adapt and deploy global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization (Best Practice).
  • Work closely with CRM to effectively use customer segmentation to accomplish customer experience objectives.
  • Support the translation of CRM strategies into customer experience plan and actionable initiatives to recruit new customers, engage and retain existing customers for their long-term loyalty.
  • Partner with CRC to improve and refine the standard omni customer journey and ensure professional and consistent customer communications e.g., Commercial Policies, Network protection measures.

Requirements:

  • University graduate in related disciplines.
  • At least 5 years of experience in luxury and/or retail industry, preferably in service and customer experience. Proven record in organizing VIP events is a plus.
  • Client centric attitude with a passion for service excellence.
  • Excellent communication skills with a team player attitude. Well-organized, creative, good problem solver with the competence for execution excellence.
  • Self-motivated, positive, and strong sense of ownership and accountability.
  • Proficiency in Microsoft Office (Excel and PowerPoint).
  • Excellent command of both written & spoken English and Chinese. Fluency in Mandarin. French is a plus.
#J-18808-Ljbffr

  • hong kong, Hong Kong SAR China Hermès Full time

    Legal Employer HERMES ASIA PACIFIC LIMITED Posting Date 08/30/2024, 03:42 AM About the team Hermès Hong Kong and Macau, a subsidiary wholly owned by Hermès International, was established in Hong Kong in 1973; and extended to Macau in 2004. Currently, HAP manages the business operations of 6 Hermès stores including a Flagship Store in Hong Kong and 4 in...


  • hong kong, Hong Kong SAR China Hermès Full time

    Legal Employer HERMES ASIA PACIFIC LIMITED Posting Date 12/03/2024, 06:46 AM Details of the job The Hermès name has been synonymous with craftsmanship and quality for over 170 years. Hermès silk, leather goods, fashion, perfume, watches and accessories are universally renowned. Guided by the seventh generation of the founding family, Hermès has built a...


  • hong kong, Hong Kong SAR China Hermès Full time

    Regional Beauty Artist - Perfume & Beauty At a glance Years of Experience: Minimum 6 years Contract Type: Unlimited contract Job Schedule: Full time Legal Employer: HERMES ASIA PACIFIC LIMITED Posting Date: 11/04/2024, 06:45 AM Details of the job Since its launch in 2020, Beauty has been a new statement for Hermès, a singular language, a new form of...


  • Hong Kong, Central and Western District, Hong Kong SAR China Hermès Full time

    We are Hermès, a renowned luxury fashion house seeking a skilled Digital Marketing Coordinator to join our team. As a key member of our marketing department, you will be responsible for assisting in the planning and execution of paid campaigns across various channels.Key Responsibilities:


  • hong kong, Hong Kong SAR China Hermès Full time

    Details of the job Responsibilities: Assist on paid campaign planning & execution (Digital, Social, Print, OOH, etc) and actively monitor campaign status to ensure campaign objective is achieved Generate Campaign / Monthly reports Monitor all social media platforms for trending news and feedback Assist to manage Media library Support in communication events...


  • hong kong, Hong Kong SAR China Hermès Full time

    Responsibilities: Act as a genuine partner to the store management team, providing support in all aspects of inventory management. Supervise the inventory team, effectively organizing and prioritizing their day-to-day activities to align with business needs. Manage and provide guidance to the inventory team in processing incoming and outgoing product flows....


  • Hong Kong, Central and Western District, Hong Kong SAR China TaiKang (Hong Kong) Preparatory Office Full time

    OverviewTaiKang (Hong Kong) Preparatory Office is seeking an Executive Director of Customer Experience to lead our customer service team. This role requires a seasoned professional with experience in managing teams and driving business initiatives.


  • Hong Kong, Central and Western District, Hong Kong SAR China JC Executive Search Full time

    We are seeking an experienced Customer Services Manager to lead our Customer Service Team. The successful candidate will have a proven track record in delivering exceptional customer experiences and driving team performance.Key Responsibilities:Lead the Customer Service Team in ensuring efficient day-to-day operations of the Customer Services Counters,...


  • Hong Kong, Central and Western District, Hong Kong SAR China Dah Sing Financial Group Full time

    Dah Sing Financial Group is a leading financial institution in the industry, offering a wide range of services to its customers. We are currently seeking a Senior Customer Experience Specialist to join our team.Job Summary:We are looking for an experienced and skilled individual to provide exceptional customer service and support to our customers. The ideal...


  • Hong Kong, Central and Western District, Hong Kong SAR China TransUnion Full time

    Job SummaryWe are seeking a highly skilled Senior Customer Experience Manager to join our Member Engagement and Support team at TransUnion. This is an exciting opportunity to provide exceptional customer support, drive client satisfaction, and collaborate with cross-functional teams to deliver a seamless member experience.


  • hong kong, Hong Kong SAR China Unilever Full time

    Senior Customer Strategy & Planning Executive About The Role... Identify customer & shopper insights - translate insights into business building opportunities within specific customers/channels Build account/channel specific Customer marketing plans to deliver category/brand objectives in conjunction with Brand Marketing Plan (IBMP) Work with Account...


  • Hong Kong, Central and Western District, Hong Kong SAR China HSBC Full time

    Unlock Career Opportunities at HSBCThe estimated annual salary for this position is around $120,000.About UsHSBC is a leading global banking and financial services organization that offers a wide range of personal and business banking solutions. With a strong presence in over 80 countries, we provide our customers with unparalleled access to financial...


  • hong kong, Hong Kong SAR China Classy Wheeler Limited Full time

    Senior Marketing Executive (Customer Loyalty) Client Description Leading telecom carrier and IT solutions company Job Description Planning and implementation of customer loyalty strategies. He/she will also be the product’s expert by monitoring market trends and analyzing customer behavior. Monitor and drive product's business performance and design...


  • hong kong, Hong Kong SAR China Global Executive Consultants Ltd. Full time

    Customer Care Executive – Luxury Brand (Ref. No.: 26544) Our client, a well known Luxury Brand, is looking for a high-caliber person to fill the position. Job Duties Respond to customer inquiries, concerns, and complaints promptly and professionally via phone, email, chat, or other communication channels. Provide accurate and detailed information about...


  • Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time

    OverviewDBS Bank (Hong Kong) Limited is committed to delivering exceptional customer experiences. Our team plays a vital role in achieving this goal by providing top-notch support to our customers.Job SummaryWe are seeking a highly motivated and enthusiastic individual to join our Customer Centre as a Customer Experience Ambassador. In this role, you will be...


  • Hong Kong, Central and Western District, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time

    At DBS Bank (Hong Kong) Limited, we are seeking a highly motivated and customer-focused professional to join our team as a Customer Experience Specialist. In this role, you will be the first point of contact for our customers, providing exceptional service and support through various channels, including phone calls, emails, live chat, and social...


  • Hong Kong, Central and Western District, Hong Kong SAR China Classy Wheeler Limited Full time

    Job SummaryWe are seeking a skilled Customer Experience Representative to join our team at Classy Wheeler Limited in Hong Kong. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences and driving business growth through effective issue resolution and consultation.About the RoleYou will assist...


  • Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    Job Description: The Bank of China (Hong Kong) Limited is seeking a highly motivated and experienced Customer Service Ambassador to join our team. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences and promoting our services to customers.Key Responsibilities:Greet customers and provide...


  • Hong Kong, Central and Western District, Hong Kong SAR China Bank Of China (Hong Kong) Limited Full time

    At Bank Of China (Hong Kong) Limited, we are committed to delivering exceptional one-stop personal banking services at our branches. As a Customer Service Officer, you will be the face of our bank, responsible for providing quality customer service through counter transactions.Key ResponsibilitiesIdentify and grasp opportunities to provide personalized...


  • hong kong, Hong Kong SAR China Chubb Life Full time

    Handle enquiry from clients / agents / channels to resolve their incoming request and share with the team for the experience and knowledge. Represent as a company ambassador to all internal and external clients and channels, responding by telephone and written correspondence regarding policy information, company procedures, rules, and guidelines. Demonstrate...