Customer Experience Executive - Dubai Mall

Hermès


Date: 3 weeks ago
City: Dubai
Contract type: Full time
ROLE SUMMERY

  • As a Client Experience Executive, you will be responsible to ensure that each client enjoys an exceptional and memorable experience that reflects our brand’s values and standards.
  • Working closely with the store team, the Client Experience Executive supports a warm welcoming, personalized and service-oriented atmosphere, proactively addressing clients’ needs and elevating the overall shopping experience

Responsibilities

  • Greet and warmly welcome clients, creating a comfortable and inviting environment
  • Engage with clients to understand their needs, preferences, and style, offering tailored recommendations, using traffic management tools if needed
  • Effectively manage the waiting time applying appropriate verbal and non-verbal communication and using traffic management tools if needed
  • Support sales team in delivering a seamless client experience by coordinating services like product reservations, client appointments, customer orders, paid items pick-ups and follow-ups
  • Monitor and follow up on the client feedback on the shopfloor ensuring that any issues are promptly communicated to the managers (if needed), addressed and resolved in a client-centric way
  • Present, support and assist in organizing and executing in-store events or experiences aimed at enhancing client engagement. Share stories and anecdotes about Hermes with clients whenever possible
  • Collaborate with store runners, sales team, and management to ensure that client-facing areas are impeccably maintained and stocked
  • Keep records of the regular clients’ preferences, interactions, and feedback in line with client relationship management practices
  • Act as a brand ambassador, embodying the brand’s values and maintaining an approachable and elegant demeanor
  • Ensure that all service-related guidelines and brand standards are consistently followed
  • Build strong and enduring relationships with clients to encourage repeat visits
  • Support loyalty and retention efforts by engaging clients with personalized communication, and special services such as beauty consultations and F&B
  • Continuously learn about clients’ evolving preferences to provide personalized assistance that makes them feel valued and understood
  • Provide the information about the mall, store services and significant cultural events in the city

MEASURES OF SUCCESS

  • Operational Efficiency and Excellence – traffic and waiting time management
  • Product and Brand Expertise – Deeply understands the brand’s heritage, values, and products to educate and inspire clients
  • Seamless waiting experience – adherence to service-level expectations
  • Collaboration and team support – feedback from the teams and management on the ease of collaboration and support provided (communication, follow-ups)
  • Consistency in maintaining and organizing client-facing areas
  • Number of proactive actions taken to address client needs without prompts (follow-up, offering different services)

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