Job Description

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