OVERALL MISSION:

The Store Manager is in charge of all the aspects of the boutique including:

• Managing the store, the Hermès way and being the Ambassador of Hermès towards the clients
• Ensuring the best possible working atmosphere to procure a motivating work environment and develop people
• Maintains store performance through coaching and accountability by planning, monitoring, and observing individual and team performance.
• Being responsible for reaching store objectives in terms of budget (turnover, sales mix, etc.) and service.

MAIN DUTIES

Performance & Operations management

• Budget Control
  • Plan sales in your boutique and ensure the sales achievement.
  • Control expenses within budget
• Monitor store performance (sales, stock level), by conducting regular analysis based on the data and dashboards available to define and implement action plans with Direct Manager (e.g. specific incentives, clientelling actions)
• Manage store buying's
  • Implement a proper buying strategy, based on the specificity of your boutique (demand, inventory and sales objectives)
  • Identify client needs and adjust buys accordingly
  • Attend the buying session and select the collection for the store
• Monitor stocks on a regular basis (reorders and transfers) and in collaboration with merchandising team to facilitate stock transfers to ensure a financially healthy stock level
• Ensure that back office is efficiently operated
  • Ensure stocks are well organized, avoid discrepancy or shortage through arrangement of regular stock taking
  • Ensure process are well executed (deliveries, ticketing, transfers, etc.)
  • Coordinate stockist daily operations (deliveries, spot check and biannual counts, transfers)
• Ensure that all company's procedures and systems are clearly understood, followed, and run smoothly
  • Become familiar and comply with the internal control policies,
  • Follow up compliance with company's procedures, make sure your team fully understand and follow compliance procedure as well.
• Ensure proper maintenance and renovation works, in line with the agreed budget, keep store presentable at all times.
• Follow up administrative process (e.g. till checks, orders)
• Coordinate the roll-out of central projects / tools in the store (e.g. digital projects notably H-pad)

Team management

• Manage his/her team:
  • Set objectives, provides clear expectations with team giving timely feedback, evaluating performance, and seeking continuous improvement
  • Observe teams on the floor and provide ongoing feedback
  • Organize work within the team, delegate tasks as needed
  • Communicate key information to teams, notably during daily briefings
• Create a sense of team spirit, discipline, and mutual respect, as well as dedication and loyalty to the company
  • Motivate teams, recognize individual and team efforts
  • Oversee grooming
  • Handle disciplinary matters and escalate as needed to HR
• Ensure team self-development
  • Conduct direct reports reviews (appraisals)
  • Be responsible for all staff induction including training and development
  • Address concerns of individuals in a professional and well-balanced way
• Coordinate with Admin for roster and vacations
• Conduct recruitments in cooperation with Head Office
• Ensure the consistency of the store organization

Front office management

• Manage and monitor floor operations
  • Welcome clients.
  • Ensure resources on the sales floors 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 (return, exchange, tax free, etc.)
  • Encourage teams to develop linked-and cross-selling
  • Ensure that floor is operated in consistence with company's standards (clients greeting, allocation of sales associate by area, breaks management, etc.)
  • Follow up that sales teams reach their targets (budget, incentives)
• 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
  • Handle customer complaints and be a strong support to the team in case of conflicts
  • Ensure sales team have an extensive knowledge of Hermès culture and products
• Maintain its client portfolio and identify client development opportunities
• Oversee CRM activities (incl. ensuring database accuracy) and clientelling actions
• Ensure the excellence of aftersales service
• Ensure the excellence of Visual Merchandising
  • Assess continuously product presentation in the boutique
  • Identify opportunities for putting forward specific products
  • Train the sales team to develop proper merchandising skills, in line with the visual merchandising guidelines

Communication and Public Relations

• Represent Hermès to existing and potential customers
• As the main contact to the related Airport Authorities
• Ensure store operation and procedure align with the airport requirement such as safety and security control.
• Collaborate with all functions in Travel Retail Asia regional team and Paris in sharing feedback and trends, identify opportunity and challenges, with proposal for improvement

Requirements & Capabilities:

• At least 8 years of relevant management experience in retail, preferably in luxury industry / high-end fashion
• Strong business sense with an ability to drive performance and lead customer service
• Strong management skills and ability to lead a team, with strong organizational and coaching skills (strong leadership, excellent interpersonal and communication skills, organized, ability to delegate, step back, liaise with corporate)
• Good communication and networking skills, able to build good professional working relationships demonstrating the ability to work across cultures
• Proactive, results-driven individual, demonstrating initiative and commercial creativity
  Operationally sound to ensure tight process and procedures, diligent in reporting data and utilizing data within the store
• Ability to work under pressure and prioritize, driving business improvements and delivering objectives
• An appreciation of the style and elegance of the house reflecting this in personal presentation
• Computer skills: MS office
• Excellent spoken and written English and Mandarin, French is a plus
• Able to work shifts/weekends and public holidays

#LI-IL1"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"