Key Responsibilities As a Senior Sales & Services Assistant, you will consistently deliver exceptional customer service, acting as a true ambassador of the House and setting a high standard as a role model within the store.You will actively support and guide Sales & Services Assistants and Ambassadors, particularly in navigating complex sales, sharing your expertise and cultivating a collaborative team environment.With a well-established and loyal client base, you will continue to nurture and expand these relationships, ensuring long-term engagement and satisfaction.In every interaction, you will embody the House's core values and culture, demonstrating your deep appreciation and commitment to its heritage and vision.Sales & Service

• Contribution to turnover of store through selling.
• Demonstrate warmth and patience in all dealings with our customers, always displaying a 'can-do' attitude.
• Develop your knowledge of the after-sales support processes.
• Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge and be confident in selling all métiers.
• Be aware of commercial objectives and goals on a larger scale.
• Provide qualitative feedback on the product and service to the store management and merchandising teams.
• Deliver an outstanding service to clients.

Support

• Support new comers and become a 'Go to person' in the store.
• Exceed in your area of additional responsibilities (e.g.) ambassador for VM/CRM/ training/digital.
• Participate in the morning brief.
• Take full responsibility of cycle count results within your métier and come up with solutions to enhance and improve.
• Support with buying on adhoc basis.
• Start building communication with key people external to the store.

Client

• Ensure strong and professional customer communication during selling ceremony and in after sales.
• Consistently accurate CRM capture and recording of client data.
• Hold an exemplary solid, active and local client base.
• Alongside the management, look after client special orders and ensure thorough communication with client and colleagues throughout the process.

Commercial Acumen

• Provide service related updates in daily briefs.
• Set and train on VM related standards in liaison with VM team.
• Support VM team and store management in making commercial decisions related to in store VM.
• Maintain and develop mix of own metier.
• Work in line with store and company commercial objectives.
• Support in management of high value/demand products.

Standards

• Active participation in store communications such as daily team briefings.
• Demonstrate excellent communication skills - both verbal or written.
• Maintain store standards and become familiar with daily procedures.
• Ensure merchandise is handled with care and consideration.
• Adherence and upholding of House procedures
• Maintain and uphold VM standards
• Be fully aware of stock levels within your métier and ensure timely replenishment and organisation.

Training

• Successfully participate in and complete any training provided.
• Identify service related training needs in store.
• Support in in-house training (i.e.) H Immersion.

KPIs Service

• Meet ACE index score > 80%
• Support in the conversion rate for the store

Measurable Targets

• Sales
• Units sold
• Average transaction
• Cross selling
• UPT
• Hpad usage
• Client creation
• Pre selling
• Reservation

Client development

• Support the repurchase rate for the store
• Demonstrate proactivity in client development (own client list).

Competencies

• Demonstrate good team spirit in the workplace and act as a team player.
• Show warmth, empathy, and confidence in decisions making
• especially with objections
• Stays calm and under pressure whilst also being adaptable and versatile
• Act as a true ambassador of the House
• Hold a high level of personal standards and take initiative where necessary
• Have an ability to challenge and constructively question the norm
• Show resilience and composure
• Show dependability (e.g.) in stock takes, VM changes etc.
• Problem solving capabilities
• Inspire and motivate through attitude and actions
• Lead by example in demonstrating exceptional service standards - actively showing warmth, generosity and simplicity in client interactions to contribute to sales and service in store
• Entrepreneurial skills
• Influential skills

** Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.