Senior Manager - Clinet Experience

  • CDI
  • Etats-Unis
  • New York
  • Administration des Ventes & Services Clients
  • Minimum 6 ans
  • Hermès of Paris


<p>Hermes of Paris</p>

General Role

<p style="margin: 0px;">The Client Experience Senior Manager is a key partner for the Hermès International Client Experience team, the métiers; the retail and e-commerce teams in developing and implementing strategies to deliver a seamless and exceptional omnichannel client experience.</p> <p style="margin: 0px;"> </p> <p style="margin: 0px;">The Client Experience Senior Manager is responsible for supporting and managing all in-store events as well as key local experience programs.</p> <p style="margin: 0px;"> </p> <p style="margin: 0px;">All other duties as assigned by the supervisor.</p>

Main responsibilities

<ul> <li><strong>In Store Events</strong> <ul> <li><span style="color: rgb(38, 38, 38);">Develop the in-store events calendar and create new in-store event concepts as required by the business while aligning with the Herm</span><span style="color: rgb(38, 38, 38);">è</span><span style="color: rgb(38, 38, 38);">s International team and the respective métiers.</span></li> <li><span style="color: rgb(38, 38, 38);">Implement all events in partnership with the Stores, the Merchandising team, the VM team as well as the CRM and Client Development teams ensuring that the highest standards are respected. Oversee</span> all logistical tasks such as communicating with vendors, coordinating with warehouse on inventory movements, creating logistical charts, managing on-site contacts as well as coordinating attendance with the store.</li> <li>Manage the in-store events budget process including but not limited to: following all accouting, finance and internal audit requirements related to setting up all new vendors, processing, tracking and recording all invoices and budgets and maintaining an accurate and up-to- date event invoice ledger.</li> <li>Create all event recaps and year event recap books with the support of the Client Experience Coordinator.</li> </ul> </li> <li><strong>Client Experience</strong> <ul> <li><span style="font-weight: normal;">Develop local Client Experience Roadmap to offer personalized experiences for each one of our customers.</span></li> <li><span style="font-weight: normal;">Help implementing new Omnichannel and Client Experience driven tools (new delivery services, new payment methods, etc.).</span></li> <li><span style="font-weight: normal;">Animate local Client Experience community and develop tools in order to enhance synergies with all the stores. </span></li> <li><span style="font-weight: normal;">Monitor market trends and competitive activities on various client experience topics</span></li> </ul> </li> </ul> <p style="margin: 0px;"> </p> <p style="margin: 0px;"><strong>Supervisory Responsibility</strong></p> <ul> <li>YES - Client Experience Coordinator</li> </ul> <p style="margin: 0px;"><strong>Budget Responsibility</strong></p> <ul> <li>YES - Responsible for in-store event budget and client experience related expenses <ul> <li>Annual budget for T&E</li> </ul> </li> </ul> <p style="margin: 0px;"><strong>Decision Making Responsibility</strong></p> <ul> <li>YES - Management of all in-store events</li> </ul>


<p style="margin: 0px;"><strong>Minimum Years of Experience</strong></p> <ul> <li>6-8 years of work experience in luxury events management</li> </ul> <p style="margin: 0px;"><strong>Minimum Education Requirement</strong></p> <ul> <li>Bachelor’s Degree</li> </ul> <p style="margin: 0px;"><strong><u>Preferred Skills</u></strong></p> <ul> <li><span style="color: rgb(38, 38, 38);">Strong planning and organizational skills with a sense of priority for deadlines and attention to detail.</span></li> <li>Excellent budget management skills</li> <li>Highly proficient in Excel and PowerPoint</li> <li>Excellent communications, interpersonal skills with a proven ability to communicate effectively both orally and written.</li> <li>Even tempered with ability to continuously multi-task.</li> <li>Creative problem solver, strong attention to detail, motivated and a self-starter</li> <li>Ability and willingness to shift between managing the process and providing “hands-on” work to ensure things get done</li> <li>Must be a team player, enthusiastic, positive, professional and polished</li> </ul>