The Team

The Client Relations Center (CRC) team supports Hermès’ omnichannel services by managing client phone, email, and live chat inquiries, while delivering exceptional customer service in collaboration with US flagship boutiques.

The Opportunity:

As the Senior Manager of the Client Relations Center, you will oversee day-to-day operations, leading the CRC team and driving customer service excellence. You will implement strategies to enhance team performance, provide coaching and support, and collaborate with cross-functional teams to deliver an elevated client experience.

This position is based onsite in our West Coast Corporate Office in Los Angeles, California.

About the Role: 

Team Leadership & Support

Lead, coach, and develop CRC Managers, Supervisors, and Coordinators to meet operational goals and maintain Hermès’ high service standards. Oversee team productivity by conducting quality assurance reviews and ensuring timely resolution of client inquiries and escalations. Support hiring efforts, building a robust talent pipeline, and ensuring proper staffing to meet business needs. Ensure all client requests are handled in a timely manner. Spearhead ongoing team training and development programs to enhance skills, leadership capabilities, and service delivery. Conduct regular performance reviews and provide actionable feedback to improve team efficiency and individual growth.

Client Service Excellence

Ensure all client requests are managed promptly and in alignment with Hermès’ service standards. Handle escalated client cases and collaborate with store and eCommerce teams to deliver seamless omnichannel experiences. Implement and maintain knowledge of product policies, procedures, and best practices to continuously improve client satisfaction.

Operational Management

Collaborate with the Director to analyze key metrics, set team performance targets, and develop strategies to meet or exceed goals. Manage team scheduling, ensuring coverage during high-demand periods. Provide support for CRC operations, including vendor relations, supplies management, and reporting.

Supervisory Responsibility: 

Yes – Supervises Manager, Supervisors and Coordinators

Budget Responsibility: 

Yes – Assists in achieving fiscal goals, managing overtime, and supporting budget planning.

Decision Making Responsibility: 

Yes – Serves as a key decision-maker for client service escalations and team performance improvements.

About You: 

7-10 years of experience in a call center or customer service environment, with demonstrated success in management roles. Proven ability to lead and inspire teams, manage escalations, and deliver exceptional customer service. Strong analytical and problem-solving skills with experience in setting and achieving KPIs. Excellent communication skills (written and verbal) with the ability to multitask in a fast-paced environment. Advanced proficiency in Microsoft Excel, Word, and PowerPoint. Flexibility to work during peak business periods, including extended hours and weekends as needed. Experience in luxury retail or customer service is preferred; knowledge of French is a plus.

The annual salary range for this position is  $92,393 - $112,295. Actual rates are determined based on the job, location, and individual experience.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.