The Opportunity
This role will be the Client Service ambassador of the boutique, ensuring the correct services compliment the Client experience of all clients. Being a role model for embodying the service values of the house whilst extending exceptional hospitality. This role will support all private client appointments in the boutique.
Key Responsibilities
Client Welcome & First Impressions
- Act as the first point of contact for all clients entering the boutique, creating a warm, welcoming, and memorable first impression.
- Embody the Maison's client service standards and hospitality at all times.
Greet, engage, and guide clients to the appropriate area or team member based on their needs.
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Traffic Flow & Virtual Queue Management
- Manage boutique traffic flow and client appointments to ensure a seamless in-store experience.
- Oversee the virtual queueing and waiting system, ensuring clients are attended to efficiently and waiting times are optimized.
- Monitor sales floor activity and coordinate with the Maison Host and sales team to balance client demand and resources.
Ensure all clients are acknowledged, informed, and cared for throughout their store journey.
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Client Engagement & Waiting Experience
- Proactively engage and entertain clients while they wait, providing personalized attention and maintaining a luxury experience.
- Conduct boutique tours, sharing relevant Maison history, craftsmanship, and architectural highlights where appropriate.
- Offer hospitality services and coordinate refreshments to enhance the client experience.
Support service requests, online pick-ups, repairs, and other client needs during their visit.
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Boutique & Private Client Area Coordination
- Support the preparation and readiness of private client areas for appointments.
- Ensure client spaces remain impeccably presented before and after each appointment.
Partner with sales and service teams, visual merchandising, and security guards to maintain smooth boutique operations.
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Feedback & Continuous Improvement
- Identify opportunities to enhance client flow, waiting experiences, and service delivery.
Escalate client concerns promptly and share feedback and best practices with management and the team.
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About You
To be successful in this role you will demonstrate:
- Availability to work within a 7-day roster including weekends.
- Experience in customer service and/or sales. A background in a luxury environment is advantageous.
- A team player attitude and the ability to embody the values of the Hermès Maison.
- Excellent interpersonal and communication skills.
- Display a high standard of presentation and grooming.
- A positive, proactive, and client focused attitude.
- The ability to quickly adapt to an ever-evolving, rapid moving retail environment whilst maintaining professionalism.
The ability to work independently while balancing collaboration with a team.
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Eligibility
To be an eligible candidate for this position, we kindly ask that you have full working rights within Australia.
Our Commitment
Family is at the heart of Hermès. At Hermès Australia, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès Australia we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.
At Hermès, we are proud to be an equal opportunity workplace. It is the policy of Hermès that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, colour, religion, sex, age, nationality, disability, or any other basis prohibited by applicable law.
