Client Experience and Service Manager - South Coast Plaza

As a Client Experience and Service Manager at South Coast Plaza, you will be responsible for providing an unparalleled client experience in a luxury retail environment. You will work collaboratively with the sales team and support staff to create a welcoming atmosphere and ensure exceptional service throughout the boutique.

• Support the creation of a welcoming environment from the front door to the sales floor.
• Collaborate with sales associates to enhance hospitality throughout the selling ceremony.
• Manage main floor traffic and ensure clients are greeted promptly and graciously.
• Serve as a role model for Hermès Client Culture values in all interactions.
• Facilitate and manage client experience service tools and resources.
• Lead guest relations within the boutique, including recommendations for dining and entertainment.
• Manage hospitality inventory and identify local vendors to elevate the in-store experience.
• Demonstrate working knowledge of all product categories and offer storytelling about products.
• Maintain a close partnership with Asset Protection to recognize potential issues.
• Provide direction and support to the Hospitality team on their development.

• 3-5 years of client service experience in a luxury environment.
• Experience in retail, concierge, or high-end hospitality settings preferred.
• Leadership or supervisory experience preferred.
• Exceptional communication skills and a friendly disposition.
• Ability to work in a fast-paced environment and prioritize effectively.
• Proven ability to supervise and develop team members.
• Knowledge of languages in addition to English is a plus.
• Ability to work a flexible schedule according to business needs.