Client Data & Compliance Specialist

Location: Via Milano

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The Client Data & Compliance Specialist is responsible for developing knowledge about Hermès’ customer base to foster relationships with existing clients and attract new ones, in alignment with the Maison’s values and practices. The role supports the Retail Department on CRM and client compliance-related activities, acting as the main point of contact for new initiatives and rollouts. With a client‑centric mindset it enhances stores’ CRM activity by providing insights and tools to support the regional strategy and targets.

This position is part of the Retail Team of Hermès Italie, based at the Head Office in Milan. It reports to the Customer Experience Manager and interacts with all stores as well as other head office departments (e.g., Training, ICO, etc.). The main objective of the Retail Team is to provide all necessary support to Hermès stores, enabling them to achieve their sales objectives and deliver the best possible service to customers.
Main Responsibilities

Work to ensure the quality and protection of customer data
Acts as the main point of contact for Data Quality in the subsidiaries
Leads and guides the community to ensure the highest level of data quality
Contributes to data quality improvement projects by reporting tool enhancement needs to the Group’s Data Quality Management teams
Leads and carries out customer database “clean‑up” operations
Ensures proper use of customer data:
Contributes, through expertise and personal insight, to shaping the vision for customer data usage
Ensures appropriate use and protection of customer data, taking into account both GDPR regulations and business needs
Ensures the relevance and responsible use of customer data, in line with Hermès’ distinctive model
Enhance our understanding of customer behaviors and preferences
Feed regional strategic thinking by sharing analytical insights and monthly reviews
Identify KPIs that support decision‑making and monitor their evolution
Help build relevant customer lists for customer activation initiatives (in‑store activities, events, clienteling, CRM campaigns)
Monitor monthly targets and achievement of stores on CRM related topics
Extract and share with the retail team monthly CRM reports or queries (e.g. list of top clients, …)
Conduct analysis on customer database to build up an action plan and identify useful insights
Work closely with Store Manager and Retail Team to improve the knowledge of our clients and how best to improve our relations with them
Support the deployment of Group data‑related projects within the subsidiary
Ensure proper understanding and organization around newly deployed projects (governance, implementation, action plans, resources, etc.)
Support the rollout of large‑scale projects, such as an international customer profile and development of the CRM tools, acting as the main point of contact for stores and the subsidiary
Act as the main point of contact for the Customer Experience community on data and customer experience topics
Provide support to stores, the subsidiary, and the region
Contribute to data‑related communications and support users in adopting and understanding analyses
Gather user needs and feedback and adopt a continuous improvement approach to ensure the relevance and enrichment of deployed tools and solutions
Lead workshops
Identify topics, escalates them to the Group, and inform the community
Ensure follow‑up on issue resolution, maintain an up‑to‑date tracking file, prioritize ticket resolution, and monitor proper handling
Monitor issues related to data and customer experience
Support the subsidiary on client privacy and compliance related topics
Ensure that stores are always updated on GDPR and privacy related procedures
Monitor clients’ request through One Trust tool
Act as point of reference for the store and for the group for the subsidiary One Trust activity
Support the Customer Experience Manager and the ICO department in performing client checks and control

Profile

Bachelor’s degree preferably with a communication, fashion management, marketing and economics
At least 2 years of experience in similar role; previous…