Key Responsibilities1. Managing the Team

• Leading by example, give priority to the shop floor and ensure a warm atmosphere in
• which to welcome our customers.
• Provide direction, feedback and support to the team, allowing them to provide
• service standards of the highest quality.
• Undertake and monitor the progress of new staff members in the store ensuring that they
• receive a proper induction to the business. Likewise, any temporary staff should be
• supported when in store, so that they can provide the service levels in which our
• customers deserve.
• Ensure that the team is properly trained (particularly on in-store procedures,
• product knowledge, product handling and presentation techniques).
• Working together with the Store Manager and Administration Manager, insist that
• appropriate cover is always available on the shop floor (including holiday and peak trade
• periods)

2. Customer Relations Management

• To support the business in developing new client relations.
• Working with the Store Manager to have a good understanding of the client database in
• the store, maintaining accurate client information and follow up on duplicates
• Support the team in delivering exceptional service to all our clients
• Provide direction to the team ensuring clients are looked after and encouraged to return.
• Liaising with the Press department when coordinating and assisting with Hermès events
• Liaising with the Client Experience Manager on all CRM developments and initiatives
• Manage/limit customer complaints in a timely and proactive manner.

3. Sales Development

• Achieve targets in accordance with set objectives
• Show encouragement and support to the team members in the achievement of their objectives.
• Provide guidance and support on all sales tools and act as a reference for their usage (HPad -
• reservations, customer orders, pre-selling. Click in store, My Folio etc)
• Manage the flow of merchandise to the shop floor, working closely with the Stock team.
• Maintain a constant knowledge of what stock is available in the store that it is properly
• stored and handled and bring stock issues to the attention of the Store Manager.
• Gain a good knowledge of the reporting available and know how to best use them to
• build action plans to improve the business.
• To deputise for the Manager in his/her absence.
• To undertake projects and responsibilities at the direction of the Manager.
• Produce, check and publish reports on the store and its performance according to set schedules or as requested.
• Ensure that Hermès standards are respected in the store and that VM guidelines are adhered.

4. Store Operations

• Take on keyholding duties and be responsible for opening and closing of the store,
• where necessary.
• Be responsible for all areas of financial compliance, including banking and cashing up
• daily and reconciliation of the tills.
• Work with the Manager to ensure that the store and team are presented to Hermès
• standards and that the shop floor is free from obstruction or actual, or potential, hazards
• at all times.
• Undertake security activities within the company's guidelines and to ensure, as far as
• practicable, that stock or other property is not put at unnecessary risk.
• Support the Store Manager and Stock Team during stocktakes and periodical cycle counts
• Working with the Store Manager and back office team alleviate the administrative duties
• for the sales team, to focus their attention purely on clients or client associated matters
• (Smart Ops)

Key Competencies

• Proven Retail Management experience
• Passion for luxury and the house
• Ability to perform as second in command in a pacey store environment
• Organised, flexible and reliable
• Strong CRM focus
• Excellent communication skills
• Excellent management skills
• Good IT Skills: sales system, Microsoft Office, Windows etc
• Good team player with capacity to work autonomously
• Professional with ability to work efficiently and accurately under pressure