Boutique Manager / Assistant Boutique Manager Hermès

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

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.