Store Manager London, England
Job description
General Role
With the support of the Store Director manage all aspects of the Hermès store in line with the commercial strategy approved by the management of Hermès (GB) Ltd. Be proactive in business development in order to meet goals, as set out by the company. Constantly strive to exceed the expected standards of Hermès. Provide inspirational and a motivational leadership, giving vision and clarity to the team. Lead by example in developing a highly performing team who deliver exemplary service to our clients.
Support the development of the business by spending at least 60% of the time on the sales floor, for client relationship development as well as for coaching and mentoring of the team. Ensure an operational excellence in the store through a deep understanding of processes and attention to detail. Act as an integral leader and ambassador for Hermès. Be knowledgeable and aware of the market trends and competitors, analysing and recommending areas for business development and improvement. In collaboration with the Store Director monitor all aspects throughout the business, which can impact the profitability of the store.
Main responsibilities
- Provide meaningful direction and communicate this vision effectively.
- Together with the SD build a strong management team, ensuring a collective approach and united vision. Discussion is to be encouraged, leading to a supportive and collaborative environment.
- Create a sense of team spirit, discipline and mutual respect, leading everyone towards the same goal.
- Insist on exceptional standards of personal presentation from the team and ensure company guidelines are adhered to.
- In collaboration with the Store Director employ, and retain, high quality staff through proactive support and encouragement.
- Lead by example, providing a well-balanced, motivational and constructive approach to individuals and the team in general.
2. Customer Relations Management
- Lead by example in setting exceptional standards of service.
- Ensure that the team deliver exemplary service to our customers.
- Insist that team members are pro-active in developing strong and lasting client relations in order to develop a repeat business.
- Support, model and enhance the seamless customer service focus by creating an environment that is warm, helpful and knowledgeable for customers and team.
- Maintain the integrity of the brand.
- Always be present and provide support, in times of conflict.
- Address complaints from our clients in a timely manner and use client feedback as a tool for improvement.
- Keep client complaints to a minimum level.
3. Store operations
- Work closely with the Store Director, Stock Manager and their team, to ensure operational efficiency, to support business development.
- Ensure good levels of communication with the Stock team in order to manage inventories in a pro-active way to support the sales and keep a financially healthy stock level.
- Remain in regular communication with the Retail Merchandising team, providing feedback related to deliveries, orders and stock levels.
- Ensure all stock is displayed and stored securely in order to comply with company guidelines for high value stock items.
- Ensure all stock is handled appropriately in order to avoid damage and loss of sales.
- Comply with company guidelines with regards to Cities and Assay processes, preventing any
- Ensure that policy and procedures are well understood and all systems fully utilised.
- Support the Store Director with compliance of all health and safety procedures as well as a tight control of store shrinkage.
4. Buying
- In line with the store strategy defined together with the Store Management team, support with the buying strategy for the store, based on the specificity of your boutique (demand, inventory and sales objectives).
- Identify client needs and adjust buys accordingly.
- Be able to travel for buying at least four times a year.
Objectives/Goals
- At least 5 years of proven management experience
- Ability to perform as second in command in a pacey store environment
- Organised, flexible and reliable
- Strong CRM focus
- Excellent communication skills
- Excellent management skills
- Good IT Skills: sales system, Microsoft Office, Windows etc
- Good team player with capacity to work autonomously
- Professional with ability to work efficiently and accurately under pressure
About the Hermès Group
Hermès GB Limited is one of the many subsidiaries branching out from our Hermès International Headquarters in Paris. We operate with over 260 employees, from our Headquarters in London and across nine stores within our retail function in cities such as London, Dublin, Glasgow and Manchester.
Hermès really is a truly wonderful place to work. Close relationships, humility and a thirst for team success make the company’s management style unique. Behind the drive for excellence is a spirit of goodwill in which personal achievement is for the benefit of the group’s progress, and where everyone shows commitment and passion, depth and lightness in all that they do.
Learning and sharing, cultivating one’s curiosity and capacity to be amazed, innovating and never ceasing to push the boundaries of excellence are all crucial aspects of each individual’s development, and make up the company’s principle of continuous learning and passing down of knowledge.
Our DNA is built up of People, Passion, Personality and of course, our wonderful Product.
This is an exciting opportunity for any professional who is keen to be part of a close team within a dynamic and flourishing organisation.
