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.

Sales Associate

Responsibilities:

Responsible for all sales activities in store within Hermès standards of image and services worldwide
Including identifying customers’ needs, developing client relationships, sales, and delivering post-sales services
Achieving sales target and maintain high level of customer service, product knowledge and operational procedures
Build and maintain long-term relationship with customers by providing excellent customer experience
Proactively receive and recruit walk-in customer, maintain KPI customers
Assist with inventory and special projects as needed
Be part of a collaborative and inclusive team
Other duties as assigned

Requirements:

Minimum 3 years relevant retail management or operations experience in luxury brands or in similar capacity
Strong motivation in becoming a Hermès Ambassador and providing excellent customer service
Strong commitment towards teamwork
Energetic, passionate and positive working attitude
Excellent in presentation, interpersonal and communication skills
Good command of Cantonese, English and Mandarin

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Aftersales Service Manager

Responsible for overseeing the daily operations of the After Sales Repair Center and leading a multidisciplinary team, including store-based after-sales executive, in-store tailors, and leather craftsman. This role ensures the delivery of exceptional craftsmanship, operational efficiency, and a premium customer experience across all post-purchase service touchpoints. The incumbent will drive service quality, optimize repair and tailoring operations, and support the continuous enhancement of after-sales services in line with the Company standards.

Responsibilities:

Leadership & After Sales Repair Center Management

Lead, coach and supervise the after-sales team, including store-based executives, in-store tailors and leather craftsman, ensuring the highest standards of craftsmanship and customer service
Manage team performance through regular technical assessments, performance reviews and on-going development initiatives of the tailoring and repair team
Handle complex customer complaints and escalations, delivering effective service recovery solutions while safeguarding brand reputation
Establish SOPs for the repair centre and tailoring stations to enhance operational efficiency, consistency and service quality
Oversee inventory management for spare parts, repair materials, and tailoring supplies, including forecasting, replenishment planning and stock control
Drive service excellence by identifying gaps in the customer journey and implementing initiatives to improve customer satisfaction and operational effectiveness

Reporting and Data Administration

Monitor and analysis monthly KPIs, including repair lead times, complaint resolution rates, and tailor productivity to drive continuous improvement
Conduct root-cause analysis on service issues, recurring product defects and operational challenges, providing actionable recommendations to management
Maintain data integrity within the system, ensuring all qualitative information and store cards are accurately recorded
Compile systematic reports (After-sales performance, Tailor Workload, and Store Card) for management review

Operational & Back-office Support

Collaborate closely with cross-functional departments, including Legal, Logistics, Retail and other business functions, on T&C updates and operational issues
Manage relationships with external vendors and specialized repair workshop to ensure sufficient repair capacity and service quality
Organize and facilitate technical training for retail team to improve product knowledge and improve on-site repair assessments
Coordinate logistics activities to ensure the timely, secure and efficient transportation of repair items between stores, workshops and customers

Requirements:

Tertiary educated with minimum 5 years of relevant experience in after-sales, customer service or repair operations within luxury retail or similar capacity
Strong expertise in complaint management customer service recovery and handling high-profile customer escalations
Meticulous and detail-oriented with a proven track record of driving systematic results and operational efficiency
Strong interpersonal and leadership skills with the ability to motivate, develop, and manage diverse teams
Excellent communication, presentation, and problem-solving skills
Advanced proficiency in office software applications (Word, Excel, PowerPoint) and CRM systems
Fluent in written and spoken English and Chinese (Cantonese and Mandarin). Knowledge of French is a plus
Willing and able to travel regularly for store visits and operational support

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