Client Development Manager

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Job Description

The Client Development Manager plays a pivotal role in cultivating a culture of client excellence within the Maison. Supporting the team to crafting genuine relationships, localised engagement, and exceptional service.

Working closely with the Directors and team within the Maison and in close collaboration with the Head Office Client Experience (CX) team, this role will enhance our client journey through strategic client development management initiative such as bespoke events, service touchpoints, and team development, ensuring alignment with the GB CX strategy.

A key focus of the role is on analysis, reporting, and strategic insight, enabling us to leverage client data and behavioural trends to identify opportunities whilst refining our engagement strategies, and drive sustainable growth. The Client Development Manager works to develop deeper client knowledge, enhance the quality of client data, and identify relationships requiring attention or reactivation, ensuring each client is understood and valued. Sharing this knowledge to wider teams to support making decisions which will create a wonderful client journey.

This role would desire both analytical acumen and a strong ability to coach, inspire, and transmit best practices in client relationship building. The Client Development Manager will also oversee client segmentation and capture strategies, ensuring the Maison continues to foster long-term loyalty and commercial performance through a personalised, data-driven, and a human approach.

Key Responsibilities

Client Culture & Engagement

• To create a culture of nurturing our clients by sharing the meaning of this to the wider teams and educating on how this can create a positive impact and allow us to foster genuine and long-term relationships.
• Act as an ambassador of client excellence, championing the adoption and impact of client management tools. Supporting the wider team with driving initiatives to develop relationships and create special moments for our clients.
• To encourage the team by recognising, celebrating and sharing examples of exceptional service within the Maison.

Strategy & Analysis

• To be able to work with our HO team to understand the data we are gathering and how we can translate this in to client development strategies.
• Creating client segmentations and to build understandings on the best ways to nurture in a bespoke way
• Develop and implement client development initiatives for key segments in partnership with the relevant directors and teams within the Maison and HO
• Collaborate closely with the Head Office CX team to align Maison actions and initiatives with the GB CX strategy.
• Analyse client behaviour and data to identify opportunities, deepen client knowledge, and improve data quality.
• Monitor and report on client initiatives, segmentation, and capture rates to drive growth and retention while ensuring data compliance.
• Identify relationships requiring attention or reactivation to maintain engagement and loyalty.
• Be responsible for a calendar of events/ notable moments with our clients, to support the wider team with creating bespoke and unique moments where appropriate

Engagement & Experience

• Collaborate and have regular meetings with the Sales & Service teams to understand client needs, coach on relationship-building, and enhance the client journey.
• Partner with Client Experience and Corporate teams to deliver bespoke, locally relevant, and international client experiences.
• Create ideas for initiatives that we could implement to create special moments for our cherished clients
• Support outreach during key moments and events, ensuring a personalised and meaningful approach throughout our client touchpoints.
• Contribute to the organisation of client events, including invitations, outreach, RSVPs, and logistics.
• Manage and support the resolution of client feedback, ensuring timely, empathetic, and brand-aligned responses that strengthen trust and satisfaction.

Team Development & Collaboration

• Partner with Talent Development to identify training needs and enhance selling ceremonies and client engagement practices.
• Provide coaching and guidance to teams on clienteling and data capture.
• Support effective client allocation and manage the client services budget to optimize relationship development initiatives.

About You

You bring proven experience in client development or relationship management, ideally within a luxury or client-focused environment. Analytical and insightful, you identify opportunities through data and transform them into meaningful client strategies that align with the GB Client Experience vision.

A true team player, you collaborate naturally - guiding, supporting, and inspiring others to elevate the client experience. You are recognised for your ability to transmit knowledge, build trust, and foster a culture of excellence.

Organised, precise, and adaptable, you balance strategy and execution with ease. You possess exceptional communication and relationship-building skills, a strong understanding of service excellence, and the agility to thrive in a dynamic environment.

Proficient in Microsoft Office Suite and comfortable with client management tools, you combine analytical rigor with a human touch - embodying the Hermès spirit of craftsmanship, curiosity, and care.

#LI-AL3

About Us

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 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.

About the Team

Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 250 employees, from our Headquarters in London and across ten stores within our retail function in cities such as London, Dublin, Glasgow and Manchester.

Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company's management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group's progress, and where everyone shows commitment and passion, depth and lightness in all that they do.

Learning and sharing, cultivating one's curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual's development, and make up the company's principle of continuous learning and passing down of knowledge.

Our DNA is built up of People, Passion, Personality and of course, our wonderful Product.

This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation.