Job description
Job Responsibilities:
General Role
To manage all aspects of the Hermès boutique in line with the commercial strategy approved by the management, and always within Hermès standards of image and services worldwide.
- Achieve sales targets and profitability goals
- Control expenses and inventory shortage
- Assume leadership role through effective communication and awareness of staff morale and development
- Strengthen retention by emphasizing awareness of people and career development
- Ensure consistent high standards of customer service through on-going effective staff training
- Respond to customers inquiries and resolves customer issues in timely and appropriate manner
- Gather and provides customer feedback on products to management team
Responsibilities:
1) Store operation:
- Budget
o Achieve annual and monthly budget set by the Group in compliance with the Group Commercial Policy and Hermes image
o Develop strategy to achieve the mix objectives fixed by the Group
- Sales and Buying
o Participate to the Podium buying 4 times a year (including podium and pre-collection, if applied); create an attractive Hermes store within the budget set by Finance team.
o Optimize sales by ensuring stock availability and regularly reordered. Work closely with the Merchandising team.
o Control the level of month of stock; should not exceed 6 months at the end of the year.
- Stock and Process Control
o Train up stock Team Leader to in-charge of mini stock take and participate to the annual stock take
o Take all necessary actions to avoid discrepancy
o Ensure that the Group procedures are properly respected by validating the Chic Boutique Questionnaire
- Merchandising
o Maintain store display and environment in line with the Group guideline
o Nominate VM ambassador to develop proper merchandising skills
o Alert the team for any need of maintenance or renovation works
2) Relation Management:
- Team Management
o Recruit and retain high quality staff
o Keep track of each individual performance, defining tasks and setting goals
o Ensure that the team receives proper training regularly in order to develop customer service, product knowledge and selling skills
o Oversee and ensures all leaves taken are in line with company policies and procedures while all untaken annual leaves are properly managed
o Create sense of team spirit, discipline and mutual respect, as well as dedication
o Ensure that everyone on the team receives proper support in order to achieve their full potential
- Customer Service
o Ensure that each member of the sales team provides an excellent service to each individual entering the boutique, in line with Hermès standards of customer service
o Always be present and act as back-up in case of conflicts
o Inform the Management for any potential complaints case
o Be active in CRM activity to increase relationship with customers
- Communication
o Assist to implement communication activities
o Be an ambassador and role model at all times
Job Requirements:
- Tertiary educated with at least 10 years of relevant management experience in luxury retail or in similar capacity
- Strong business sales sense and solid analytical skills
- Ability to lead and drive performance and customer service
- Good customer relationship management skills
- Excellent spoken and written English and Chinese/Mandarin. French or Japanese is a plus
- Must be a good team player, pleasant, service oriented and self-motivated
- Strong leadership, interpersonal and communication skills
- Proficient with computer skills and MS Office
- Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus