Manel H.
Client Relations & E-commerce Manager (Crc) Uk and Ireland @Hermès
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WORK HISTORY
Client Relations & E-commerce Manager (Crc) Uk and Ireland @Hermès
London, GB
Hermès GB Head Office in London- Played a pivotal role in the establishment of a new logistics and operational model: Transitioned operations from France to the UK to support the omni-channel strategy and launch the new UK e-commerce business- Contributed to the planning and rollout of Hermes.com/UK: Enhanced e-commerce service delivery and operational efficiency for customers in the UK and Ireland- Built and developed a high-performing team: Recruited, trained and managed Customer Relations Advisors, Senior Customer Relations Advisors and Team Managers, promoting a culture of impact and excellence by utilising the Situational Leadership model (SLII)- Deployed and oversaw a new order verification process: Ensured brand protection and equitable distribution of Hermès\' most iconic products by establishing rigorous checks and balances- Established and maintained excellent SLAs across communication channels: Ensured high standards and consistency in customer service for phone, email, live chat and social media, improving response times and satisfaction- Implemented advanced call center solutions: Led the integration of cutting-edge software and systems, significantly improving customer service operations and response times- Designed and executed a new service excellence client journey: Created a tailored experience for the UK and Ireland e-commerce markets, resulting in higher customer satisfaction and loyalty- Developed and implemented a commercial strategy: Formulated a strategic plan for the Customer Relations team, aligning it with business goals and driving revenue growth- Created a comprehensive clienteling strategy: Introduced personalised engagement practices to build long-term relationships, enhance satisfaction and increase repeat business.
EDUCATION
Universitat de Lleida
University Degree
Il.lustre Col.legi d'Advocats de Lleida
Master of Law (Law School)
Universitat de Lleida
Catalan Civil Law Specialist
ABOUT MANEL H.
I am an experienced, ambitious and highly motivated individual with a can-do attitude and a growth mindset. My passion for the luxury industry and unwavering commitment to quality and exceptional service fuels my strong desire to exceed expectations. Furthermore, I am in possession of over twelve years of extensive experience in management leading large teams at Burberry, Hermès and Microsoft; consistently surpassing sales targets and achieving KPIs. I also possess a comprehensive understanding of various crucial areas such as people leadership, coaching, training and development, project management, analysis and strategy; recognising how these functions harmoniously integrate to drive organisational success. In terms of education, I hold a Law degree with a Masters specialisation in Legal Practice and a Post Graduate degree in Catalan Civil Law. Additionally, I spent five years as a member of the Training and Coaching Team at the University of Lleida, earning Gold, Silver and Bronze positions in national debate competitions. Leveraging my innate people management skills, I create a unique and exceptional experience from start to finish. I lead my team with support, innovation and passion, driving their success and fostering a culture of impact and excellence.
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