Store Manager, Shanghai Hongqiao Airport
HermesOVERALL 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
- Manage P&L
Plan the development of sales in your boutique and control expenses
Follow-up store performance (sales, stock level, shrink rate), prepare reports and contribute to define and implement action plans with Area Store Manager and Retail Director (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
Monitor stocks on a regular basis (reorders and transfers) in cooperation with sales teams and subsidiary to increase the sales and keep a financially healthy stock level
Ensure that back office is efficiently operated
Ensure stocks are well organized
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
Ensure proper maintenance and renovation works, in line with the agreed budget
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 morning briefing
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 (level 2) 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
Be fully aware of the communication plan and to ensure that the sales team is properly informed of all relevant activity
Participate to local events within and outside the store
Fully assist the Communication teams to implement any activity in relations with your store
PERFORMANCE INDICATORS
Budget objectives
Sales (mix, growth, etc.)
Client recruitment
Shrinkage rate
Level of stock (MOS)
Sell through
Qualitative
Mystery shopping results
Motivation and implication of sales teams
Kind and challenging management
Ability to coordinate teams
Role model
PROFILE
At least 8 years of relevant management experience in retail, preferably in luxury industry / high-end fashion, airport experience is a plus
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