Head Of Client Universe

Scope Of Job

• 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.

• 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.

• 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 stores presence and relationships within the Dubai community.

• 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.
• A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide.
• Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management.
• The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources.
• Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

Job Details

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