Senior Director, Client Development
Hermès
Job Overview
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Job Description
Senior Director, Client Development at Hermès
The Omnichannel Customer Development & Client Relations Management (CDCRM) team is a newer, retail-facing team focused on customer acquisition and retention through Analytics, CRM, After Sales, Client Services, and Experience. The focus of the team is to reach new and existing clients through the sales and service ceremony, bespoke services, smart analytics, and animations all to strengthen acquisition and customer loyalty. The multifaceted team works in tandem to drive traffic to stores and provide one-of-a-kind experiences.
The Opportunity
The Senior Director, Client Development is a key partner for the métiers, the merchandising team, the retail and ecommerce teams in developing our Women, Men and Lifestyle Universes.
The Senior Director, Client Development will be responsible for overseeing our client development experts across MRTW, WRTW, Fine Jewelry, Beauty & Fragrances as well as Equestrian. The Senior Director will develop and implement strategies to drive sales while ensuring seamless selling ceremonies and delivering the best client experience possible.
The Senior Director will partner with the CRM, Digital Analytics and BI team to understand our customer behaviors, analyze trends, and share insights with the retail and ecommerce teams. He/She will develop key initiatives to engage with our clients most appropriately across channels.
All other duties as assigned by the supervisor.
About the Role
- Develop a client development strategy around our Women, Men and Lifestyle Universes by leveraging data insights, client development expert’s feedback as well as regional vice presidents and stores
- Define client action plans with each client development expert as well as métier partners
- Map our client journeys by segment/by métier to define a long-term client development strategy
- Work closely with the Maison and Watch métiers experts to identify client opportunities, share best practices and ensure alignment on bespoke client experiences offered
- Partner with Learning and Development team and Merchandising team to identify training opportunities and develop relevant selling ceremony and client experience modules
- Identify client development gaps/opportunities and partner with cross-functional teams to develop the most appropriate solutions/services/experiences
- Partner with the CRM team to identify clients for international events and accompany directly or indirectly these clients during these events
- Establish strong client relationships that allow for continuity and ongoing representation
- Work closely with the Client Experience team to define the animations calendar as well as create elevated and bespoke client experiences
- Monitor competitive activity to ensure that the appropriate response strategies are formulated and communicated
Supervisory, Budget, and Decision-Making Responsibility
- Supervisory Responsibility: Yes
- Budget Responsibility: Yes
- Decision Making Responsibility: Yes
About You
- 10+ years in sales experience
- College degree preferred
- Strong planning and organizational skills with a sense of priority for deadlines and attention to detail
- Elevated leadership and communication skills
- Even tempered with ability to continuously multi-task
- Self-starter and able to work independently
- Flexible with schedule changes to accommodate needs of the business
Key skills/competency
- Client Development
- CRM Strategy
- Sales Leadership
- Customer Acquisition
- Customer Retention
- Luxury Retail
- Data Analytics
- Merchandising Collaboration
- Cross-functional Partnership
- Strategic Planning
How to Get Hired at Hermès
- Research Hermès's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume meticulously: Highlight extensive sales, client development, and luxury retail experience, aligning with Hermès's artisan values.
- Showcase strategic leadership: Emphasize your ability to drive client acquisition and retention strategies using data insights and cross-functional collaboration.
- Prepare for behavioral interviews: Be ready to discuss experiences in developing client journeys, managing teams, and fostering bespoke customer experiences in a luxury setting.
- Demonstrate passion for luxury: Articulate your understanding of high-end client relationships, brand storytelling, and commitment to exceptional service.
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