MAIN DUTIES 

 

Performance & Operations management 

Manage P&L  Plan the development of sales in your boutique and control expenses  Follow-up store performance (sales, stock level, shrink rate), prepare reports and contribute to define and implement action plans with Area Store Manager and Retail Director (e.g. specific incentives, clientelling actions…)  Manage store buying’s  Implement a proper buying strategy, based on the specificity of your boutique (demand, inventory and sales objectives)  Identify client needs and adjust buys accordingly  Monitor stocks on a regular basis (reorders and transfers) in cooperation with sales teams and subsidiary to increase the sales and keep a financially healthy stock level  Ensure that back office is efficiently operated   Ensure stocks are well organized  Ensure process are well executed (deliveries, ticketing, transfers, etc.)  Coordinate stockist daily operations (deliveries, spot check and biannual counts, transfers)  Ensure that all company’s procedures and systems are clearly understood, followed, and run smoothly   Become familiar and comply with the internal control policies  Follow up compliance with company’s procedures  Ensure proper maintenance and renovation works, in line with the agreed budget  Follow up administrative process (e.g. till checks, orders)  Coordinate the roll-out of central projects / tools in the store (e.g. digital projects notably H-pad) 

Team management 

Manage his/her team:     Set objectives, provides clear expectations with team giving timely feedback, evaluating performance, and seeking continuous improvement  Observe teams on the floor and provide ongoing feedback   Organize work within the team, delegate tasks as needed  Communicate key information to teams, notably during morning briefing   Create a sense of team spirit, discipline, and mutual respect, as well as dedication and loyalty to the company  Motivate teams, recognize individual and team efforts   Oversee grooming  Handle disciplinary matters and escalate as needed to HR   Ensure team self-development  Conduct direct reports reviews (appraisals)  Be responsible for all staff induction including training and development  Address concerns of individuals in a professional and well-balanced way  Coordinate with Admin for roster and vacations  Conduct recruitments in cooperation with Head Office  Ensure the consistency of the store organization 

 

Front office management 

Manage and monitor floor operations   Welcome clients  Ensure resources on the sales floors 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 (return, exchange, tax free, etc.) Encourage teams to develop linked-and cross-selling  Ensure that floor is operated in consistence with company’s standards (clients greeting, allocation of sales associate by area, breaks management, etc.)  Follow up that sales teams reach their targets (budget, incentives)  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  Handle customer complaints (level 2) and be a strong support to the team in case of conflicts  Ensure sales team have an extensive knowledge of Hermès culture and products  Maintain its client portfolio and identify client development opportunities  Oversee CRM activities (incl. ensuring database accuracy) and clientelling actions   Ensure the excellence of aftersales service  Ensure the excellence of Visual Merchandising  Assess continuously product presentation in the boutique  Identify opportunities for putting forward specific products  Train the sales team to develop proper merchandising skills, in line with the visual merchandising guidelines 

 

Communication and public relations 

Represent Hermès to existing and potential customers  Be fully aware of the communication plan and to ensure that the sales team is properly informed of all relevant activity  Participate to local events within and outside the store  Fully assist the Communication teams to implement any activity in relations with your store 

  

PERFORMANCE INDICATORS 

Budget objectives  Sales (mix, growth, etc.)  Client recruitment  Shrinkage rate  Level of stock (MOS)  Sell through  Qualitative  Mystery shopping results  Motivation and implication of sales teams  Kind and challenging management  Ability to coordinate teams   Role model 

PROFILE 

At least 8 years of relevant management experience in retail, preferably in luxury industry / high-end fashion, airport experience is a plus  Strong business sense with an ability to drive performance and lead customer service   Strong management skills and ability to lead a team, with strong organizational and coaching skills (strong leadership, excellent interpersonal and communication skills, organized, ability to delegate, step back, liaise with corporate)  Good communication and networking skills, able to build good professional working relationships demonstrating the ability to work across cultures  Proactive, results-driven individual, demonstrating initiative and commercial creativity  Operationally sound to ensure tight process and procedures, diligent in reporting data and utilizing data within the store  Ability to work under pressure and prioritize, driving business improvements and delivering objectives  An appreciation of the style and elegance of the house reflecting this in personal presentation  Computer skills : MS office  Excellent spoken and written English and Mandarin, French is a plus  Able to work shifts/weekends and public holidays