About this role
Store Management / Operations
• Be responsible of the store in absence of the Boutique Manager • Ensures that all company’s procedures and systems are clearly understood and followed and run smoothly • Coordinate the roll-out of central projects / tools in the store • Assist the Boutique manager to prepare monthly reports including business report to management and commission reports
Team management
• Manage his/her team : • Set objectives and assess performance • Observe teams on the floor and provide ongoing feedback • Organize coaching sessions based on teams’ needs • Organize work within the team, delegate tasks as needed • Communicate key information to teams, notably during morning briefing
• Motivate teams, recognize individual and team efforts • Create a sense of team spirit, discipline and mutual respect, as well as dedication and loyalty to the company, • Ensure teams receive proper training regularly to develop customer service, product knowledge, selling skills • Handle disciplinary matters and escalate as needed to Boutique Manager / HR • Coordinate with Sales & Service Support Team for rosters • Assist the Boutique Manager in organizing team meetings and collaborating to host team activity to maintain team spirit
Sales performance and floor management
• Manage and monitor one to several floor operations • Welcome clients • Ensure resources on the sales floor are allocated in coherence with clients flows • Organize management back-ups
• Drive sales performance • Assist teams occasionally in the selling process and front-office operations • Encourage teams to develop cross-selling • Act as role model for sale • Follow-up store performance (sales, stock level, shrink rate) and contribute to define and implement action plans with the Boutique Manager and Retail Director (eg : specific incentives, clienteling actions…) • Managing product sell-out to reach the best optimization of seasonal sell-thru.
Customer Service and CRM
• Ensure a high standard of customer service within the store • Ensure that clients are continuously greeted in coherence with Hermès standards • Motivate team members to provide an excellent service to each individual • Be an ambassador of Hermès: demonstrate exemplarity and excellence in all client interactions
• Maintain its client portfolio and identify client development opportunities • Take care of VIP clients • Handle customer complaints (level 2) and be a strong support to the team in case of conflicts • Oversee CRM activities and support teams in clienteling actions
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