Universe Manager (Harbour City)
Hermès · Hong Kong
General Role
To support Boutique Manager in driving sales and delivering exceptional service at the Hermès boutique, in alignment with the approved commercial strategy and maintaining Hermès global standards of image and service.
- Collaborate closely with the Boutique Manager to achieve sales targets and profitability goals, actively contributing to the boutique’s success
- Manage store operations processes, including handling the till, expenses and inventory shortage, ensuring accuracy and compliance with established procedures
- Assume a leadership role through effectively communicate with the team, maintaining awareness of staff morale and development needs, fostering a positive work environment
- Ensure consistent high standards of customer service throughout the store
- Responsibly and promptly address customers inquiries and resolves any issues that arise in timely and appropriate manner
- Gather and provide valuable customer feedback on products to the Boutique Manager and the management team, enabling informed decision-making and continuous improvement
- Perform the job duties of Boutique Manager when he/she is absence, effectively performing the required duties and responsibilities to ensure seamless operations
Store Operations:
Budget
- Take ownership of the universe budget to achieve the annual and monthly targets set by the Group, in accordance with the Group Commercial Policy and in alignment with the Hermès brand image
- Effectively implement the strategic plan to accomplish the predetermined objectives related to the product mix, as established by the Group
Sales and Buying
- Collaborate with the Business Manager to effectively prepare for Podium buying, aiming to create an appealing and captivating Hermès boutique
- Maximize sales performance by maintaining optimal stock availability and proactively managing reorders as necessary
- Take ownership of sell-through rates, post-podium follow-up, pre-analysis, and report analysis, while coordinating with various departments (Men's and Women's) to consolidate efforts
- Regularly review and refine processes, whether on a weekly, monthly, or as-needed basis, to enhance operational efficiency and effectiveness
- Oversee floor and shift management, ensuring smooth operations and seamless coordination among team members
Stock and Process Control
- Review the monthly mini stock take results and actively participate in the annual stock take process
- Take necessary actions to prevent any discrepancies in stock levels, promptly addressing any issues that arise
- Ensure strict adherence to the Group's procedures by validating the Chic Boutique Questionnaire, verifying compliance with established guidelines and standards
- Report any irregularities or deviations from the prescribed procedures, ensuring that appropriate actions are taken to address them effectively
Merchandising
- Ensure the store display and environment are consistently maintained in accordance with the Group's guidelines, reflecting the desired brand image and creating an immersive shopping experience for customers
- Identify any maintenance or renovation needs within the store, promptly alerting the team and taking appropriate actions to address them
Relations Management:
Team Management
- Foster a strong sense of team spirit, discipline, mutual respect, and dedication among the boutique staff, creating a positive and collaborative work environment
- Work under the supervision of the Boutique Manager to ensure that the team receives regular and appropriate training to enhance customer service, product knowledge, and selling skills, enabling them to deliver exceptional experiences to customers
- Oversee and ensure compliance with company policies and procedures regarding employee leaves, verifying that all leaves taken align with the established guideline
Customer Service
- Maintain a consistent level of service that aligns with the Group's standards, ensuring that customers receive the same exceptional experience across all interactions with the boutiques
- Always be present and ready as a backup in the event of conflicts or challenging situations, providing support and resolving issues to maintain a harmonious and customer-focused environment
- Proactively inform the Boutique Manager and management team of any potential complaints or customer concerns, allowing for timely resolution and continuous improvement
- Actively participate in CRM activities, engaging with customers to build and strengthen relationships, fostering loyalty and increasing customer satisfaction
Communications
- Provide support in implementing various communication activities, such as internal newsletters, promotional campaigns, and customer outreach initiatives
- Act as an ambassador and role model for the boutique and the brand, exemplifying the values and standards of Hermès at all times
Requirements:
- Tertiary educated with minimum 6 years of relevant management experience in luxury retail or a similar capacity
- Possess a strong business sense and solid analytical skills, allowing for effective decision-making and strategic planning
- Ability to lead and inspire teams, driving performance and delivering exceptional customer service
- Good customer relationship management skills
- A good team player, pleasant, service oriented and self-motivated
- Strong leadership, interpersonal and communication skills
- Proficient with computer skills and MS Office with very good knowledge on using Excel
- Good command of written and spoken English and Chinese (Mandarin and Cantonese). Knowledge of French is a plus