GENERAL ROLE

 

This role is to manage the full operations of the store being the link between the boutique manager and retail directors. Key focus is to define and implement the store strategy and to provide direction and guidance to the boutique managers and the teams to achieve the company objective, such as budget accomplishment, customer development, company regulation compliance, excellent customer service, proper level of inventory management, and organization development.

 

MAJOR RESPONSIBILITIES

 

Define & Develop Store Strategy Identify & establish the store’s identity and singularity Discover new opportunities in the market through competitor and market analysis Establish store strategy to achieve the commercial target in different product segments Establish a merchandising/product strategy for the store responsible Create the customer development strategy including clientelling

 

Sales Development and Management  Work closely with Store Managers to achieve sales targets and ensure customer growth Identify the potential product segment and develop them as a store differentiation strategy Ensure the product mix is healthy and balanced Monitor and advise if the sales incentive is working properly to motivate store staff Ensure consistency across the store regarding sales strategy, customer service, product delivery, and all topics linked to Hermes business activity and image Work closely with the CX and communication team for in-store events or communication activities to ensure that brand/event objectives are clearly understood and executed Prepare meaningful reports describing the business of the store responsible

 

Customer Relation Management Maintains close contact and assists sales management with top-tier customers Supervise store’s CRM in line with company direction and guidelines Support store team to find the potential area by having regular basis analysis and meetings Propose retail activity for clientelling and support implementation to optimize the result 

 

 

Manage Operational Effectiveness  Lead activities associated with new store launches and renovations. Together with the Merchandising Department, closely monitor the sell-through results and develop action plans  Acts as the liaison between stores and corporate functions such as Retail Operations, Call Center, SAV, Merchandising, Communication, Store Maintenance and HR for store-related issues or projects. Ensure all operational procedures are correctly implemented including sales, discounts, transfer, and stock adjustment Ensure store environment is in line with company’s standard of daily operation. (VM, Security, etc) Implement and oversee Hermes retail protocols such as Store Notebook, and KB management

 

Team Management and Development  Headcount control within budget for store team Assess structure, and staffing arrangement to match with traffic/sales trend and improve productivity Lead and motivate each sales team to grow their overall capability and competency Provide leadership, guidance, and management to store staff Conducts periodic meetings with Store Managers to communicate and share on the progress of the business Develop the capability of the store management team by the requirements of the organization

 

Customer Service Management Reinforce the standards and guide the store to improve service quality Supervise the resolution of all client problems and complaints quickly and effectively

 

 

REQUIREMENTS & CAPABILITIES

 

More than 8-10 years of relevant experience in high-end fashion, luxury industry or in similar capacity Experience in a management role with a strong track record of delivering results Strong people management skills including being a good communicator and coach and the ability to manage relationships at different levels Cross-functional working skills (across multiple levels of management and ability to work with diverse cultures) Good analytical skills Service- and customer-oriented (internal and externa customers), with excellent communication skills Business acumen/business Ethics Fluent in Korean and English. Ability to speak French is a plus Hands on computer knowledge of MS Office