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Customer Experience Strategist

2 weeks ago

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

About This Role

Hermès is seeking a Senior Customer Experience Executive to join our team. As a key member of our luxury retail team, you will be responsible for planning and executing customer experience omnichannel strategies to build 360-degree joyful customer experiences.

Responsibilities:

  • Develop and implement customer experience plans that align with the company's overall strategy.
  • Coordinate store animations and activities to engage customers and drive sales.
  • Monitor and analyze customer feedback to identify areas for improvement.
  • Suggest and support service enhancement projects and tasks to improve customer satisfaction.
  • Collaborate with store teams to develop customer experience action plans that enhance customer omnichannel experiences.
  • Analyze service performance data and provide insights to inform business decisions.
  • Support budget preparation and monitoring, as well as follow up on invoices and expenses.
  • Manage customer gifting programs and track inventory levels.
  • Provide administrative and operational support to the department.
  • Assist with other ad-hoc projects and tasks as needed.