Key responsibilities
In this role, you will work closely with the Store Manager to ensure the efficient and effective front-of-house operations of the store, adhering to the company’s operating guidelines and standards. You will also act as the Store Manager’s deputy in their absence. This position requires the ability and sensitivity to seamlessly manage operational aspects of the business, particularly when collaborating with or stepping in for other Department Managers.
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)
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.
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.
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)
Competencies
- At least 3 years of proven management experience
- 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
Please Note: You must hold a valid visa allowing you to work full time for the entire duration of employment, as we do not offer visa sponsorship.
**Job responsibilities and functions are not limited to the above. We as Hermès employees must always
ensure that all functions of our position are represented with the highest level of professionalism.
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