Toan Pham

Luxury retail leader with 15+ years of experience in client relations, sales operations, and team management with world-renowned fashion houses Hermès and Louis Vuitton. Proven ability to drive sales growth, foster client loyalty, and deliver seamless store operations that reflect the highest standards of the brand. Adept at motivating teams, aligning customer service strategy with company goals, and cultivating long-term relationships with high-net-worth clientele.

Senior Client Relations Manager @ Hermès (2023 - Present)

• Lead the West Coast Client Relations Center, overseeing managers, supervisors, and 70+ associates responsible for service delivery across phone, email, and chat.
• Designed and enforced compliance-aligned service processes, ensuring policy adherence and reducing repeat contacts by 18%.
• Implemented scorecard-based governance for vendor partners, improving SLA performance and accountability.
• Partnered with logistics, legal, e-commerce, and retail teams to optimize escalation handling, reducing resolution time by 20% and ensuring consistent compliance across channels.
• Directed budget management and resource allocation to optimize performance, transparency, and operational integrity.

• Directed escalation and compliance functions, ensuring consistent policy execution across U.S. markets.
• Collaborated with HQ to launch workflow and knowledge tools that enhanced efficiency and first-contact resolution.
• Recruited and developed talent pipelines for digital client care, reducing attrition and improving employee engagement.
• Built partnerships with retail teams to ensure seamless service delivery between stores and remote client support.

• Directed E-Commerce Sales and Client Services across Australia & New Zealand, consistently surpassing service KPIs.
• Partnered with boutique directors to reinforce clienteling, loyalty, and retention strategies.
• Created onboarding and training programs that strengthened staff performance and reduced errors in luxury digital channels.

• Managed client services team, coaching advisors to resolve requests and escalations quickly.
• Designed onboarding and career development paths that reduced attrition, boosted performance, and increased NPS.
• Aligned service operations with sales priorities through collaboration with local and HQ CS leadership, ensuring a seamless client experience.
• Earlier Roles: Client Services Supervisor (2012–2015), Client Services Advisor (2008–2012)

UC Irvine, Bachelor of Science, International Studies