Customer Experience Executive - Dubai Mall

Job Description

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)
  
  

Job Details

Role Level: Mid-Level Work Type: Full-Time Country: United Arab Emirates City: Dubai Company Website: https://talents.hermes.com/fr/sites/CX Job Function: Sales Company Industry/

Sector: Retail Luxury Goods and Jewelry

What We Offer

About The Company

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