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