Carl Croft

Commander
DISC Type : D

Head of Client Experience at Hermès

United Kingdom

Overview

Carl Croft is the Head of Client Experience at Hermès, an expert in the luxury fashion retail sector with previous leadership roles at Christian Dior Couture. He is a people-focused leader dedicated to fostering retail excellence and creating engaging training programs. Colleagues describe him as positive, passionate, and dynamic.

Outside of work, Carl is dedicated to philanthropic causes. He actively participates in fundraising challenges, demonstrating a commitment to supporting charities that are meaningful to him and his colleagues. He has an educational background in International Restaurant and Hotel Management.

He recently completed a three-day charity cycling event, riding from London to Paris to raise funds for children with rare genetic disorders.

Personality Overview

Very Quick

Impact-Driven

Strong-Willed

They do not care very much about building rapport or relationships.  They are less concerned about the product and more about its potential impact. They like to stay in control of the negotiation or defining of the terms.

Topics They Care About

Luxury Client Experience
His career is centered on elevating the client journey in luxury retail, with his current role at Hermès focusing on this.
Retail Team Development
He has extensive experience redefining training departments and launching retail academies at major brands like Christian Dior Couture.
Charity Fundraising
He actively participates in significant fundraising events, such as a multi-day, cross-country cycling challenge to support a cause.

Media Appearances

Carl has no verified media appearances

Work History

4-2025
Head of Client Experience at Hermès
1-2021 - 3-2025
Head of Training & Retail Performance lead for the UK/Ireland at Christian Dior Couture
1-2020 - 8-2020
Global Training Manager at Pink Shirtmaker
5-2018 - 7-2018
Training Manager - UK & EMEA at Clive Christian Perfume
6-2015 - 5-2018
Area Sales & Education Manager - UK & EU at Clive Christian Perfume

Education

2008 - 2010
Higher diploma in International Restaurant and Hotel Management from International Hotel School
Education details unavailable from Maragon Private School

More Information

Social Presence :

Prographics :

Exp : 10 Location : United Kingdom Job Level : Mid-senior Designation : Head of Client Experience at Hermès
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Insights For Selling To Carl

During A Call Or A Meeting

DO's

  • Make sure that you circle back fast on any action items, it wins their trust
  • Hold your ground without indulging in one-upmanship
  • Objectively showcase the impact that your product creates

DONT's

  • Do not back off when challenged, respond with a confident, objective answer instead
  • Don’t take too much time in sending them information if they ask for any
  • Don't try too hard to forge relationships with them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Carl is

  • Conviction around the impact matters the most to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Carl

  • If they decide not to use your product, they will say no clearly.

Insights For Deal Planning

    How fast (or slow) will Carl move?

  • If convinced, they can reach decisions quite fast.
  • Can Carl take some risk or not?

  • They do not shy away from taking risks, but can be quite binary about them.

You And Carl

Personality Compatibility


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