Assistant Store Manager, Hong Kong International Airport
Hermès · Hong Kong
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
#LI-IL1
Support Boutique Manager on all sales activities and deputizes for the Manager when absent Strives to develop the store sales, client portfolio and cross-selling, overseeing several departments; Ensures the excellence of service provided to clients in coherence with Hermès guidelines; Supervises, supports and coaches sales teams according to their needs