Hermes Asia Pacific Limited 香港招聘

About the Hermès Group

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 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.

Senior Customer Experience Executive

Responsibilities:

  • Assist in planning and execution of customer experience omnichannel strategy to build 360 joyful customer experience by engaging store team and other departments

  • Assist in organizing store animations and activities e.g., VIP trips, customer events, etc.

  • Coordinate and follow up actions of improvement through Service Excellence (SEV Survey), customers feedback (Voice of Customers) and service issues (Feedback from CRC)

  • Support the implementation and follow-up of service enhancement projects and tasks

  • Collaborate with store team, propose, and support the store customer experience action plan to enhance customer omnichannel experiences and customer engagement

  • Prepare reports, track service performance, and provide insights and suggestions

  • Support budget preparation and monitoring. Follow up invoices and verify expenses

  • Manage customer gifting, place and monitor order and inventory of non-merchandise e.g. uniform

  • Provide administrative and operation support to the department

  • Assist on other ad-hoc projects and tasks

  • Adapt and deploy global or local initiatives to bring more elements of surprise to customers through new services, deliveries, payment solutions and personalization (Best Practice)

  • Work closely with CRM to effectively use customer segmentation to accomplish customer experience objectives

  • Support the translation of CRM strategies into customer experience plan and actionable initiatives to recruit new customers, engage and retain existing customers for their long-term loyalty.

  • Partner with CRC to improve and refine the standard omni customer journey and ensure professional and consistent customer communications e.g., Commercial Policies, Network protection measures

Requirements:

  • University graduate in related disciplines

  • At least 5 years of experiences in luxury and / or retail industry, preferably in service and customer experience.  Proven record in organizing VIP events is a plus

  • Client centric attitude with a passion for service excellence

  • Excellent communication skills with a team player attitude.  Well-organized, creative, good problem solver with the competence for execution excellence

  • Self-motivated, positive, and strong sense of ownership and accountability

  • Proficiency in Microsoft Office (Excel and Power Point)

  • Excellent command of both written & spoken English and Chinese. Fluency in Mandarin. French is a plus

Stock Assistant

Responsibilities:

  • Ensure all stocks are stored in 1) good security, 2) good condition and 3) easily accessible by staff

  • Ensure that the correct price tags correspond to the product

  • Understand store’s stock accurately, ensure stockroom tidiness

  • Ensure implementation of storage rules, stock procedures and best practices (5S control, KPIs follow-up and KPI board update), and suggest for improvement

  • Execute cycle count and stock take, resolve discrepancy and report any abnormalities of stock related issue

  • Handle all stock movements and related input in system

  • Replenish storage areas on sales floor and check stock reservation on a daily basis

  • Assist on sales floor when necessary, including running stocks, packaging, checking stock availability, answering phone enquiry from other stores, etc.

  • Deliver products to shops and customers when required

  • Perform other tasks as assigned

Requirements:

  • Minimum 3 years’ experience in inventory management or operations in luxury retail or similar capacity

  • Energetic, passionate and positive working attitude

  • Pleasant, honest, hard-working, flexible, service-minded and well-organized

  • Good computer skills i.e. Excel

  • Good command of Cantonese, English and Mandarin

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