Client Relations Center Training Coordinator

Hermes • New York City, NY

2d • Onsite

About The Position

The Client Relations Center (CRC) is dedicated to providing exceptional, timely and professional client service via phone, email, and live chat. Serving as an extension of our boutiques, the CRC is a vital part of the Hermès client journey, ensuring every client receives a high-touch experience that reflects Hermès’ values of service and excellence. As the CRC Training Coordinator, you will be responsible for supporting the organizing and delivery of a wide range of curricula to support the success and long-term development of CRC team members. Your primary mission will be to support the CRC Training Manager with onboarding, training and coaching of CRC team members. Typical training topics include Hermès service standards, product expertise, and CRC systems, with the goal of enhancing the overall client experience. Through classroom and virtual facilitation, coaching relationships, team meeting workshops, and the development of training resources, in this role you will serve as the bridge that unites CRC team members with the knowledge and skills needed for them to succeed. The ideal candidate is a community builder, who enjoys learning and is passionate about developing others. Additional responsibilities included as assigned by the supervisor. The CRC Training Coordinator is based in the E59 New York, NY Corporate Office and reports to the CRC Training Manager.

Requirements

• Previous experience within the Client Relations Center or a luxury retail/service environment is preferred
• Proven ability to train, coach, and inspire peers
• Strong communication and facilitation skills
• Ability to adapt quickly and support multiple priorities in a dynamic environment
• Familiarity with CRC and corporate training environment
• Self-starter with the ability to work independently and as an active team player
• Technologically adept and eager to learn and introduce new systems and efficiencies

Responsibilities

• Support the coordination, preparation and administration of CRC training programs, ensuring training materials, schedules and resources are organized and maintained.
• Support training rollouts through scheduling, logistics management, attendance tracking, material preparation and follow-up communications.
• Facilitate small-group training sessions and onboarding activities as needed to support learning and engagement.
• Partner with the CRC Training Manager to assess learning progress and identify performance-based training opportunities.
• Oversee monthly Self-Learning and CRC Training recap reports, raising awareness of department happenings.
• Update and maintain training documentation and reports as directed.
• Lead small-group sessions and create engaging workshops on relevant topics.
• Shadow CRC team to reinforce key training topics.
• Support additional projects as needed such as preparing weekly and/or monthly recaps of training initiatives, successes and opportunities.
• Track, report, and evaluate training programs for participation; make recommendations for new solutions and improve existing offerings.
• Support with delivery of important announcements through verbal and written communication including via Teams, email and weekly newsletter.
• All other duties assigned by supervisor(s)

Benefits

• Commission and bonus incentives based on sales performance
• Medical, Dental, Vision
• Life Insurance and Disability
• Paid time off (annual vacation of 15 days, 11 company holidays, 3 floating holidays, 2 wellbeing days, and sick & safe time)
• Paid Parental leave and transition time
• 401(k) and Roth Retirement plan with company matching and profit sharing
• Various voluntary benefits such as flexible spending accounts, fitness reimbursement, voluntary life insurance
• Product discount and EAP resources
• Access to Calm App, Health Advocate, Family Building Support and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed