Director of Client Experience, Maison Madison Flagship

Company: Herm--s Paris
Location: Madison
Posted on: February 20, 2025

Job Description:

The Team:The Herm--s Maison Madison Flagship Boutique opened in 1983 and focuses on providing extraordinary service to clients as a part of the New York Region. This position will report to the Managing Vice President, New York Region and will work collaboratively with the Sales Team and the Customer Development and Client Relations Management (CDCRM) Team to support the client experience in a fast-paced, luxury environment.The Opportunity:The Director of Client Experience is responsible for supervising the Manager of Client Experience and Service, as well as overseeing a full team of Hospitality Ambassadors. This role will also work collaboratively with the Floor Directors to develop the client development journey for Maison Madison via CRM, events, service initiatives, and training.The Director will develop and implement strategies to drive sales while ensuring seamless selling ceremonies and delivering the best client experience possible. The Director will also be responsible for overseeing components of client segmentation and client capture strategy.All other duties as assigned by the supervisor.About the Role:

• Develop a client development strategy for key customer segments of Maison Madison in partnership with the corporate Client Development and CRM teams.
• Review client segmentation to measure progress in client development through client visits and non-leather spend.
• Collaborate with auxiliary food services groups for Madison ensuring the hospitality team is able and consistent with delivering the best client experience possible.
• Perform regular touch bases with the selling team to understand client needs, identify opportunities, and coach team members on developing client relationships in accordance with Herm--s expectations.
• Ensure mutual trust, respect, and cooperation among all members of the team, working closely with selling teams and colleagues on developing client development initiatives for the Maison.
• Partner with the Talent Development team to identify training opportunities and develop relevant selling ceremony and client experience modules.
• Coach to the continued rollout of H2C during touch bases with the team, store/floor meetings, and recognition of excellent service.
• Work closely with the Client Experience/Hospitality team to create elevated and bespoke client experiences.
• Partner with Corporate Client Development and CRM team to manage and coordinate exceptional local and international experiences for clients.
• Support outreach during key moments and holidays to develop relationships-provide outreach lists, email/texting templates as needed.
• Analyze customer data and identify opportunities for growth while providing insights to support sales growth and maximize customer retention.
• Monitor and coach to Client Capture rate including consistency of capture, quality of data, client opt-in status, and compliance with Client Data Protection regulations.
• Analyze performance and impact of client initiatives on client development and sales.
• Expand the program of client outreach for special birthdays, anniversaries, and other significant life moments.
• Establish strong client relationships that allow for continuity and ongoing representation.Supervisory Responsibility:
  • Yes: Direct supervisor of the Manager, Client Experience and Services, with oversight of the Hospitality Ambassador Group and Concierge Team. This position will also collaborate with Store Management as a liaison between the Client Development team and store teams to support all client inquiries.Budget Responsibility:
    • Yes: Responsible for establishing and adhering to Client Services budget.Decision-Making Responsibility:
      • Yes: Including, but not limited to, policy interpretation, approving best course of action for team growth, exceptional client experiences, and directing all Greeter/Host responsibilities for the Flagship.Qualifications and Education Requirements:Minimum Years of Experience
        • 10+ years of experience in clienteling and sales; experience in a luxury environment strongly preferred.Minimum Education Requirement
          • College degree preferred.About You:
            • Strong planning and organizational skills with a sense of priority for deadlines and attention to detail.
            • Proven leadership and Director-level experience, particularly in management development and decision-making ability.
            • Demonstrated experience running a high-volume service-focused business.
            • Impeccable standards of service and experience with a luxury clientele.
            • Solid understanding of business operations.
            • Strong understanding and high-level experience with managing luxury clientele.
            • Comfortable with a fast-paced environment, ability to prioritize effectively, ability to work well under pressure.
            • High-level engagement skillset, relationship-building, and communication skills are key.
            • Ability to motivate and maintain team morale.
            • Ability and desire to form strong partnerships across the organization.
            • Even tempered with the ability to continuously multi-task.
            • Self-starter and able to work independently.
            • Flexible with schedule changes to accommodate the needs of the business.
            • Strong knowledge of Microsoft Office & PowerPoint.
            • Knowledge of French language helpful.
            • Ability to lift between 0-25 lbs. without assistance.The range for this position is $106,374.00 - $177,290.00. Actual rates are determined based on the job, location, and individual experience.We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.
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Keywords: Herm--s Paris, Madison , Director of Client Experience, Maison Madison Flagship, Executive , Madison, Wisconsin