Client Experience Manager

Role overview

The Client Experience Manager will shape the Canadian client strategy so that every interaction reflects the house’s legacy of craftsmanship, refinement, and memorable service. This position is responsible for steering CRM and clienteling practices, aligning regional execution with global standards, and ensuring a consistently elevated experience across retail, operations, ecommerce, and client services.

The role also includes hosting important clients at exclusive events and traveling to major Hermès gatherings to build lasting relationships. Success depends on strong use of data and KPIs, the ability to guide cross-functional partners, and a deep commitment to the “Made in Hermès” philosophy.

Key responsibilities

• Create and coordinate client experience strategies across teams to support brand goals and improve service in meaningful, high-impact ways.
• Develop the client strategy for the Canadian subsidiary, including understanding how clients connect with Hermès and strengthening brand image and category growth.
• Ensure clients receive a consistent, emotionally engaging experience at every stage, including post-purchase and after-sales interactions.
• Plan and manage the calendar of client animations and special events in partnership with multiple departments.
• Design initiatives that deepen client engagement and create distinctive experiences for selected clients.
• Work with Retail, Operations, Merchandising, and Communications to deliver commercial events and bespoke client experiences.
• Support stores and the H.com team with outreach, follow-up, and complaint handling.
• Build and maintain strong relationships with key clients.
• Set up and standardize the client engagement model for the sales team, including outreach timing, follow-up expectations, and appointment-based personalised experiences.
• Partner with analysts to improve data quality, track performance indicators, and maintain database accuracy.
• Train teams on qualitative data capture and GDPR-aligned practices.
• Use data insights to support client retention and acquisition efforts.
• Serve as the main reference point for Canada stores and the CRC while collaborating with ecommerce to ensure a seamless omnichannel journey.
• Work with managers to roll out new omnichannel solutions and make sure they are used effectively in store.
• Build and lead the Experience Manager community.
• Partner with Learning & Development to design and co-deliver training programs.
• Work with managers to identify improvements and execute action plans.
• Coordinate with retail operations to launch new client services or enhance existing ones online and in store.
• Promote a client-first culture and monitor service KPIs to address friction points.
• Define and implement a consistent host/hostess standard across Canadian stores to raise the in-store experience.
• Ensure the appointment management tool is used consistently to measure bookings, attendance, and engagement.
• Oversee bi-annual uniform purchasing and uphold grooming and etiquette expectations through store leadership.
• Engage with regional and international Hermès communities to exchange best practices and encourage cross-functional collaboration.
• Recommend new ideas and challenge outdated standards to support growth and positive change.
• Carry out additional duties as needed, as responsibilities are not limited to the items listed here.

Requirements

• At least 8 years of relevant experience in a retail setting.
• Availability to work store hours, weekends, and longer event hours, with regional and occasional international travel required.
• Strong presentation and communication skills, with fluency in English; French is considered an advantage.
• Proven leadership presence with the ability to influence senior stakeholders and develop teams.
• Solid analytical ability, project management experience, and comfort working across functions.
• Practical, energetic, and able to work effectively across diverse cultures.

Compensation and benefits

The expected annual pay for this position is CAD 90,000 to CAD 110,000. Final compensation will depend on experience, skills, job responsibilities, and internal equity.

The role also comes with a comprehensive benefits package that includes medical, dental, vision, long-term disability, life insurance, AD&D, and a company group retirement savings plan.

Vacancy status

This opening is for an existing vacancy.

About the company

Hermès is a family-owned French house founded in 1837 and known for creating high-quality objects with a strong entrepreneurial spirit and very high standards. The company values autonomy, responsible management, respect for people and resources, and the transfer of exceptional craftsmanship. Its collections are sold in more than 300 stores worldwide, supported by a global workforce of nearly 25,185 people.