Assistant Store Manager

Store Management / Operations* Be responsible of the store in absence of the Boutique Manager * Ensures that all company’s procedures and systems are clearly understood and followed and run smoothly * Coordinate the roll-out of central projects / tools in the store * Assist the Boutique manager to prepare monthly reports including business report to management and commission reports

Team management* Manage his/her team :

+ Set objectives and assess performance
+ Observe teams on the floor and provide ongoing feedback
+ Organize coaching sessions based on teams’ needs
+ Organize work within the team, delegate tasks as needed
+ Communicate key information to teams, notably during morning briefing

• Motivate teams, recognize individual and team efforts
• Create a sense of team spirit, discipline and mutual respect, as well as dedication and loyalty to the company,
• Ensure teams receive proper training regularly to develop customer service, product knowledge, selling skills
• Handle disciplinary matters and escalate as needed to Boutique Manager / HR
• Coordinate with Sales \& Service Support Team for rosters
• Assist the Boutique Manager in organizing team meetings and collaborating to host team activity to maintain team spirit

Sales performance and floor management* Manage and monitor one to several floor operations

+ Welcome clients
+ Ensure resources on the sales floor 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
  • Encourage teams to develop cross-selling
  • Act as role model for sale
  • Follow-up store performance (sales, stock level, shrink rate) and contribute to define and implement action plans with the Boutique Manager and Retail Director (eg : specific incentives, clienteling actions…)
  • Managing product sell-out to reach the best optimization of seasonal sell-thru.

Customer Service and CRM* 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

• Maintain its client portfolio and identify client development opportunities
• Take care of VIP clients
• Handle customer complaints (level 2) and be a strong support to the team in case of conflicts
• Oversee CRM activities and support teams in clienteling actions