Key Responsibilities
1. 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