Inspire, mentor, and lead a high-performing team to achieve sales targets and deliver outstanding customer service.
Maintain the brand's standards of excellence by setting clear expectations and providing constructive feedback.
Identify individual and team training needs. Partner with Trainers to implement training programs to enhance the team's product knowledge, sales techniques, and customer service skills.
Foster a culture of excellence, collaboration, and continuous improvement by recognizing and rewarding high performance.
Conduct regular performance reviews and create personalized development plans for team members.
Attract and recruit the best talent available in the market through networking and scouting.
Sales and Performance Management:
Drive sales performance through strategic planning, goal setting, and coordinate with office supporting team to orchestrate the full execution at boutique level that drive traffic, sales, and client KPIs
Market & Sales data expert to identify trends, opportunities for growth, and areas needing improvement by Metier/ by Sales Staff.
Work closely with the merchandising team to ensure that appropriate stock and assortment levels are met
Make recommendations for store renovations or upgrades in order to increase sales and market share.
Customer Experience:
Foster a welcoming and luxurious environment by ensuring the store ambiance reflects Hermès' brand values.
Train staff to provide personalized attention to every customer, ensuring a memorable and unique shopping experience.
Address customer inquiries and resolve issues ly and professionally to ensure customer satisfaction.
Implement customer service best practices, including follow-up communications and partner with CRM team to promote client relationship building programs, to exceed client expectations.
Utilize feedback to continuously improve the customer experience and identify opportunities for enhancement.
Client Relationship Management:
Coach sales team in building and nurture lasting relationships with clients by understanding their needs and preferences.
Actively work with CRM team to drive for bespoke services, such as personalized shopping experiences and exclusive previews, to enhance client satisfaction.
Utilize CRM tools to track and manage the client relationship building assignment of the team.
Closely follow up all client KPIs.
Operational Excellence:
Oversee daily store operations, ensuring efficiency and adherence to Hermès' standards.
Manage inventory effectively, including ordering, receiving, and conducting regular stock checks to prevent shortages or overstock situations.
Ensure visual merchandising aligns with Hermès' guidelines and enhances the overall shopping experience.
Maintain the store presentation to the highest standards, including cleanliness, organization, and display aesthetics.
Streamline processes to enhance operational efficiency.
Develop and manage staff schedules to ensure optimal coverage and efficient use of resources.
Implement risk prevention measures, including stock loss prevention, safety protocols, and other potential risk related to invoicing, payment handling…
Full Profit and Loss responsibility for the store.
Review and submit sales and operational reports to management in adherence to company’s KPIs and policies.
Compliance and Standards:
Ensure compliance with company policies, procedures, and standards, maintaining the integrity of the Hermès brand.
Address compliance issues ly and implement corrective actions as necessary.
Job Requirement
High level of integrity, attention to detail, open minded and problem-solving skills.
At least 10 years’ experience in luxury retail management, preferably with a high-end fashion brand.
Exceptional leadership and interpersonal skills, with a track record of building and motivating teams.
Strong business acumen and analytical skills, with the ability to interpret sales data and make informed decisions.
Outstanding customer service skills, with a passion for creating exceptional shopping experiences.
Excellent communication and organizational skills, with the ability to manage multiple priorities.
