The Opportunity

The Hermès Chatswood Chase Boutique will focus on providing extraordinary service to all clients. This is a fantastic opportunity to join a new store and be part of the store opening process. As a Team Leader, you will be working with a dedicated team within the Hermès Maison and work collaboratively to support the client experience in a fast-paced, luxury environment.

Key Responsibilities

The Team Leader is responsible for supporting the daily store operations and supervising the sales floor team to deliver exceptional services, to drive results and to ensure operational excellence of the boutique. As a Team Leader you will provide guidance and support to your team while ensuring effective communication at all times.

Main Objective:

• Through management of a Sales Team, optimise sales through the performance of the highest standard of client experience, product knowledge and operational duties.
• To meet and maintain key responsibilities to assist Store Manager in achieving overall business goals.
• To support and assist the Store Manager with team leadership and various retail store operations to ensure an effective and efficient store.
• To lead and act as a role model to the Team, including coaching and developing skills and competencies. Always showing initiative and proactiveness.

Client Experience:

• Provide exceptional client experience every day to every client using the Sales and Service Ambassador guidelines.
• Motivate and drive the sales team to engage in up-selling, cross-selling and multiple selling for all product categories.
• Ensure that the team possess the necessary skills to handle complex customer service issues, i.e. dissatisfied clients, exchanges & returns, after-sales etc
• Act as a role model to effectively develop and strengthen client relations, and groom repeat clients by utilising available tools including, but not limited to client book, follow up calls, appointments etc
• Empower the team to gather information to make decisions to provide the best client experience to all clients.
• Lead by example to use elegant and professional dialogue with clients and team.

Boutique Operations:

• Assume decision-making responsibilities in the absence of the Store Manager in accordance to Hermès Australia operating standards and guidelines.
• With other Team Leaders; lead by example to ensure daily operations and functions are carried out in line with company policies and procedures.
• Identify and implement plans to deliver efficiencies and productivity improvements in all areas of divisional operations.
• Experience and knowledgeable of all aspects of Cegid, including but not limited to running reports, banking, correcting errors, able to identify and resolve issues.
• Understand, demonstrate and able to navigate tools and programs including and not limited to the Hpad, HermeSphere, HCare, and upcoming projects to extract relevant data to support the team.
• Perform other projects, as assigned.

Sales Management & Metier Development

• Track and analyse sales of Metiers and quantitative attributes of Team members including Sales, UPT, VPT etc
• Develop and motivate the team through goal setting and regular meetings regarding metiers and sales.
• Lead by example by playing an active role on the boutique floor: new product trainings, Sales & Service briefs, Metier hand rituals etc
• Provide regular business updates, including current sales trends, sales forecasts and competitor updates to Store Manager.
• Ensure proper visual merchandising standards are met and maintained as set forth by the Visual Merchandising guidelines.

Team Management

• Motivate, develop and lead the team in a manner to reflect business strategy and meet business goals.
• Identify skills and talents of Team members to obtain productivity and efficiency.
• Identify training opportunities and implemented in order to develop team member needs.
• Schedule and implement monthly catch ups, KPI tracking and annual reviews for Team.
• Ensure that the team upholds all qualitative attributes as part of KPIs (client experience, personal presentation, ambassadorship, team player)
• Create and encourage an open, positive and harmonious work environment.
• Effectively manage Team conflicts and issues in a proactive manner.

Inventory Management

• Thorough knowledge of the operational controls, stock handling and inventory management systems to ensure smooth product flow.
• Achieve inventory accuracy for metiers through cycle counts and stocktakes. Implementing actions (if necessary) to minimise issues.
• Work with Merchandising teams to ensure the appropriate product coverage is presented in store.

Administration and Policies

• Implementation of all internal policies, processes according to audit requirements.
• With other Team Leaders, manage on the floor boutique operations.
• Implement and maintain the correct procedures relating to Workplace Health and Safety.
• Maintain the highest standard of housekeeping both on and off the boutique floor.

About You

• To be successful in this role you will demonstrate:
• Availability to work within a 7-day roster including weekends.
• A strong background in customer service and/or sales. Experience in a luxury environment is advantageous.
• A team player attitude and the ability to embody the values of the Hermès Maison.
• Excellent relationship development skills with impeccable interpersonal and communication skills.
• Display a high standard of presentation and grooming.
• A passion for our creations and the craft and identity of our Maison with a comprehensive product knowledge in Hermès Métiers.
• A positive, proactive, efficient and client focused attitude.
• A strong sense of time management with the ability to multi-task, organise and prioritise.
• The ability to achieve personal targets and quickly adapt to an ever-evolving, rapid moving retail environment whilst maintaining professionalism.
• The ability to work independently while balancing collaboration with a team.
• Positive, proactive, efficient and client focused.
• Comprehensive and in depth product knowledge in Hermès metiers.
• Excellent written and verbal communication skills.
• Able to motivate, guide and coach sales team to achieve personal targets through effective leadership skills.
• Able to work accurately in a fast paced work environment and adapt quickly to change.
• Business sense and analytical skills (developing); results driven.
• Organisation, time management and prioritisation skills.
• Computer literate.
• Proficiency in English

Application

• In your cover letter, please answer the following questions:
• What is your motivation to apply for Hermès?
• What do you know about Hermès?
• If you were an Hermès piece, what would you be and why?

Eligibility

To be an eligible candidate for this position, we kindly ask that you have full working rights within Australia.

Our Commitment

Family is at the heart of Hermès. At Hermès Australia, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès Australia we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.
At Hermès, we are proud to be an equal opportunity workplace. It is the policy of Hermès that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, colour, religion, sex, age, nationality, disability, or any other basis prohibited by applicable law.”Créateur, artisan et marchand d’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d’entreprendre continu et une exigence constante, Hermès cultive la liberté et l’autonomie de chacun grâce à un management responsable. L’entreprise perpétue la transmission de savoir-faire d’exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matières d’exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde.”