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E-commerce Coordinator @Hermès
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WORK HISTORY
E-commerce Coordinator @Hermès
Paris, FR
Oversaw the e-commerce customer journey, ensuring smooth management of orders, deliveries, and returns in coordination with transport, operations and e-merchandising teams- Managed multichannel customer interactions (calls, emails) for 15 branches and 7 dealerships, optimizing immediate resolution of requests- Handled product and after-sales service requests, resolving claims efficiently to ensure customer satisfaction and loyalty.Achieved measurable improvements in customer satisfaction and operational efficiency by streamlining processes and ensuring rapid issue resolution across all channels.
EDUCATION
New York Institute of Technology
Bachelor of Fine Arts - BFA Program, Étude de la communication et des médias
EFAP - École des nouveaux métiers de la communication
Master of Business Administration - MBA, Marketing
NYIT School of Management
Advanced Certificate in Marketing, International marketing
ABOUT MARIE-MARIE GRIMA
At Hermès, I contribute to enhancing the online customer journey and driving e-commerce growth as part of the E-commerce and Client Services team. In this role, I support digital initiatives that elevate the customer experience in a highly demanding luxury environment.Previously, as a Global After-Sales Coordinator at Hermès, I gained in-depth insight into client expectations across Northern Europe and Latin America, strengthening my expertise in customer relationship management in international markets.I hold an MBA in Marketing from EFAP and a double diploma in International Marketing from the New York Institute of Technology. My background combines strategic and digital marketing skills with a strong passion for innovation in the luxury sector. I am eager to contribute to projects that blend operational excellence with premium brand storytelling.I welcome the opportunity to connect. Please feel free to reach out.
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