Head of Client Universe

About This Role

SCOPE OF JOB:

The Head of Client Universe is responsible for delivering an exceptional client experience across every touchpoint in the store. As the guardian of the Hermès client relationship, she / he leads the Client Experience, After-Sales, External Relations and In-Store Training functions, with the ambition of making every client feel uniquely welcomed and cared for.

She / he plays a key role in fostering a client-centric culture across the entire store, working in close collaboration with the Sales Universes and Operations teams.

RESPONSIBILITIES

1. Client Experience (CX)

• Define, implement and continuously elevate client experience standards across the store.
• Ensure consistent service rituals are applied by all client-facing teams at every step of the client journey.
• Oversee client data quality and partner with Sales teams to grow and activate the loyal client base.
• Monitor client satisfaction indicators and propose action plans accordingly.
• KPIs: Client satisfaction scores, Mystery Shopping results, data capture rate, client retention.

2. After-Sales Service (SAV)

• Ensure the highest standard of after-sales service, reflecting the Hermès commitment to the longevity of its objects.
• Oversee the management of repair and restoration cases and supervise the in-store craftsmen in the workshop.
• Handle escalated client situations with composure and in line with the Hermès service philosophy.
• KPIs: Repair turnaround time, client satisfaction on SAV interactions, case resolution rate.

3. External Relations & Experience

• Oversee the client experience beyond the store — including food & beverage, event organisation and external client activations.
• Manage relationships with protocol guests, VIP visitors and external partners to the standards of the Maison.
• Identify opportunities to deepen the store's presence and relationships within the Dubai community.

4. Team Leadership & Development

• Lead, inspire and develop Team Managers across CX, SAV and related functions.
• Set clear objectives, conduct regular performance reviews and support the growth of each team member.
• Foster a collaborative, client-first team culture that reflects the values of Hermès.
• Work closely with the Heads of Sales Universes and Operations to ensure a unified client experience.

MEASURES OF SUCCESS

• Consistent delivery of an exceptional, personalised client experience across all touchpoints.
• Strong performance on client satisfaction scores and Mystery Shopping evaluations.
• Efficient after-sales service meeting turnaround and satisfaction benchmarks.
• Team engagement, development and retention within the Client Universe.
• Successful coordination of external relations and event activations.

EXPERIENCE

• Minimum 5 years' experience in luxury retail, client relations or hospitality, with at least 2 years in a management role.
• Proven track record leading client experience or after-sales teams in a premium environment.
• Deep understanding of luxury client expectations and service standards.
• Strong leadership and interpersonal skills; able to inspire teams and manage complex client situations with composure.
• Experience in event coordination or external relations is an advantage.
• Fluency in English required; Arabic or additional languages are an asset.