About The Role

GENERAL ROLE

The Senior Welcomist works within the In Store Customer Experience Team and is responsible for developing and delivering the most memorable journey for clients, embodying Hermès values at all times.

As a senior presence on the sales floor, the Senior Welcomist acts as a key point of reference for the Welcomist Team, ensuring excellence and consistency in customer reception and experience. The role is highly client-facing and requires a constant presence on the floor, fostering a welcoming, seamless and elevated environment for all visitors.

The Senior Welcomist represents the Maison both internally and externally, building strong relationships with clients, colleagues and suppliers, while supporting the organization and execution of in-store events and hospitality activities

MAIN RESPONSABILITIES

Welcome clients with a warm, genuine and hospitable greeting, ensuring an exceptional first impression of the Maison;
Build strong relationships with clients in order to understand their needs and expectations, providing a highly personalized experience;
Act as a senior point of reference for the Welcomist Team on the sales floor, promoting best practices and ensuring consistency in customer reception standards;
Manage customer queues through a dedicated app on Hermès devices;
Assist clients and support sales colleagues in complex situations regarding returns, reservations, appointments and after-sales requests;
Support the Sales Associates Team by helping schedule their appointments and customer visits;
Manage front and back relationship with the Operations Teams to ensure the online, after sales service and reservations orders delivery;
Coordinate with internal and external stakeholders for the planning and execution of in-store events, ensuring flawless organization and adherence to Hermès standards;
Supervise the preparation and execution of catering and hospitality services during store events, ensuring an elevated client experience throughout
Ensure the store is always in excellent conditions supervising relevant external suppliers, such as florists and catering, monitoring the supply of food & beverage.
Lead by example, consistently embodying and promoting Hermès values in every interaction with clients, colleagues and partners ;

PROFILE

Bachelor’s degree preferably with a linguistic hospitality, fashion or luxury management focus;
Fluency in Italian and English. A third language will be considered an advantage;
Proven professional experience in a Welcomist, Client Experience, Hospitality or Front-of-House role, preferably within a luxury retail environment;
Previous experience coordinating teams, mentoring colleagues or acting as a senior point of reference will be considered a strong asset
Proficient with Excel / IT tools;
Professionalism, leadership, enthusiasm, dynamism, adaptability, strong organizational abilities and a collaborative mindset complete the profile.

Hermès engages positive and passionate people who own the following requirements

Excellent interpersonal and communication skills, with a customer service orientation;
Team player mentality to build meaningful relationships and ability to work autonomously;
Availability, flexibility and dynamism to function in a high-pace environment;
Determined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense.

In Hermès diversity of experience and perspectives create a better work environment, we value, ensure and believe in gender equality, welcoming individuals of all backgrounds. Join the human adventure of Hermès!