Customer Experience Executive

Job description / Role

Employment: Full Time

Main responsibilities

Role summary

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.

• 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 information about the mall, store services, and significant cultural events in the city.

• Operational efficiency and excellence u2013 traffic and waiting time management.
• Product and brand expertise u2013 deeply understands the brand's heritage, values, and products to educate and inspire clients.
• Seamless waiting experience u2013 adherence to service-level expectations.
• Collaboration and team support u2013 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).

In alignment with the UAE Government's Emiratisation strategy, this opportunity is exclusively available to UAE Nationals holding a valid family book.

Company Industry: Government & Public Sector

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