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

• 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 store's 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.