Aftercare Ambassador Leather

Role Mission

In this pivotal role, you will be responsible for welcoming customers, taking repairs and proposing personalised and satisfactory solutions, whilst guaranteeing the best possible service.

The Aftercare Ambassador is responsible for receiving and overseeing Hermès customer-owned merchandise (COM) across all metiers. In this role, you will provide exceptional after sales service by analysing products, identifying the repair need and possibilities and orchestrating all elements relates to the aftercare / after sales process. This includes the appropriate repair process, lead times, associated cost, tracking, follow up with the craft shops and metiers in Paris, vendors and clients as well as closure of final delivery of repairs.

This role will serve to consistently provide a high level of service to the client and streamline processing, acting as a liaison between client, craftspeople, vendors and Paris After Sales.

Key responsibilities

• Greet and welcome clients with warmth and professionalism.
• Receive items for repair, assess their condition, and determine feasible repairs in accordance with Hermès Group guidelines.
• Operate within a dedicated space in the Maison, managing the organisation and collection of repair items.
• Diagnose and analyse products to identify necessary interventions, paying extra attention to Leather bags, bags with precious skins, and timepieces, ensuring to follow group guidelines for repairs.
• Liaise directly with Senior After-Sales Coordinator, Artisan and Métier Managers across the various Métiers (Leather, Watchmaking, and Jewellery) for guidance.
• Accurately complete the H-Care process via the HPad, ensuring all client details, pricing, lead times, processes, and pick-up procedures are clearly documented and communicated.
• Log and process repair requests using the H-Care digital platform.
• Inspect repaired items to confirm quality, cleanliness, and readiness for client return.
Finalise repair transactions at the POS, collect payments, and coordinate with the back-of-house team when necessary to ensure process compliance.

Support - Sales Team Collaboration

• Provide personalised, high-level service to clients throughout the repair journey.
• Handle payments for completed repairs.
• Clearly explain the repair process, timeline, costs, and assess the item's condition during drop-off.
• Maintain consistent communication with clients regarding the status of their repairs, using email or phone based on their preferences.
• Respond promptly to phone and email inquiries, delivering exceptional service in every interaction.
• Conduct post-repair follow-ups to ensure client satisfaction and address any concerns.
Support with shop floor selling during quieter repair periods - prioritisation will be guided by Qudini, ensuring repair clients are attended to first by regularly checking for pending appointments.

• Actively participate in store communications and updates.
• Uphold store and aftercare standards, adhering to daily operational procedures.
Maintain a balanced presence between back-office responsibilities and client-facing interactions (50/50 split).

• Provide ongoing support to sales staff regarding After Sales matters.

• Engage consistently in product training to deepen product knowledge, including morning meetings, Paris-based trainings, and tools available through Porte.

• Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.
  

• Excellent presentation, an ambassador of the House
• Proven experience leading an Aftercare or After Sales team within a luxury, manufacturing, or technical product environment.
• Demonstrated ability to manage and inspire a diverse team across various functions.
• Strong background in delivering exceptional client service, ideally in a high-touch, premium setting.
• Highly organised, adaptable, and dependable in dynamic environments.
• Collaborative team player with the ability to work independently and supervise remotely.
• Actively contributes to team life and fosters a positive, inclusive work culture.
• Exceptional communication skills, with the ability to tailor messaging to different audiences.
• Excellent interpersonal abilities, fostering strong relationships with peers, clients, and workshop teams.
• Calm, approachable, and diplomatic, even under pressure.
• Proficient in IT systems including sales platforms, Microsoft Office, and Windows.
• Capable of working efficiently and accurately in fast-paced, high-pressure situations.
• Maintains exemplary standards in procedure adherence, field presence, attitude, and presentation.
• Solution-oriented with strong listening skills and a high degree of empathy.
• Proactive and engaged, with the ability to influence, offer suggestions, and drive improvements.
• Energetic and enthusiastic, with a passion for challenges and a drive for success.
• Impeccable presentation and articulate elocution.