Store Management / Operations

Be responsible of the store in absence of the Boutique Manager Ensures that all company’s procedures and systems are clearly understood and followed and run smoothly  Coordinate the roll-out of central projects / tools in the store  Assist the Boutique manager to prepare monthly reports including business report to management and commission reports 

Team management

Manage his/her team :    Set objectives and assess performance Observe teams on the floor and provide ongoing feedback  Organize coaching sessions based on teams’ needs Organize work within the team, delegate tasks as needed Communicate key information to teams, notably during morning briefing  Motivate teams, recognize individual and team efforts  Create a sense of team spirit, discipline and mutual respect, as well as dedication and loyalty to the company,  Ensure teams receive proper training regularly to develop customer service, product knowledge, selling skills Handle disciplinary matters and escalate as needed to Boutique Manager / HR  Coordinate with Sales & Service Support Team for rosters Assist the Boutique Manager in organizing team meetings and collaborating to host team activity to maintain team spirit

Sales performance and floor management

Manage and monitor one to several floor operations  Welcome clients Ensure resources on the sales floor 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  Encourage teams to develop cross-selling Act as role model for sale Follow-up store performance (sales, stock level, shrink rate) and contribute to define and implement action plans with the Boutique Manager and Retail Director (eg : specific incentives, clienteling actions…) Managing product sell-out to reach the best optimization of seasonal sell-thru. 

Customer Service and CRM

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 Maintain its client portfolio and identify client development opportunities Take care of VIP clients Handle customer complaints (level 2) and be a strong support to the team in case of conflicts Oversee CRM activities and support teams in clienteling actions 

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