[TAM SƠN] HN - Boutique Manager (Hermes)/ Trưởng cửa hàng (Hermes)

Leadership and Team Development:

• Inspire, mentor, and lead a high-performing team to achieve sales targets and deliver outstanding customer service.
• Maintain the brand's standards of excellence by setting clear expectations and providing constructive feedback.
• Identify individual and team training needs. Partner with Trainers to implement training programs to enhance the team's product knowledge, sales techniques, and customer service skills.
• Foster a culture of excellence, collaboration, and continuous improvement by recognizing and rewarding high performance.
• Conduct regular performance reviews and create personalized development plans for team members.
• Attract and recruit the best talent available in the market through networking and scouting.

Sales and Performance Management:

• Drive sales performance through strategic planning, goal setting, and coordinate with office supporting team to orchestrate the full execution at boutique level that drive traffic, sales, and client KPIs
• Market & Sales data expert to identify trends, opportunities for growth, and areas needing improvement by Metier/ by Sales Staff.
• Work closely with the merchandising team to ensure that appropriate stock and assortment levels are met
• Make recommendations for store renovations or upgrades in order to increase sales and market share.

Customer Experience:

• Foster a welcoming and luxurious environment by ensuring the store ambiance reflects Hermès' brand values.
• Train staff to provide personalized attention to every customer, ensuring a memorable and unique shopping experience.
• Address customer inquiries and resolve issues ly and professionally to ensure customer satisfaction.
• Implement customer service best practices, including follow-up communications and partner with CRM team to promote client relationship building programs, to exceed client expectations.
• Utilize feedback to continuously improve the customer experience and identify opportunities for enhancement.

Client Relationship Management:

• Coach sales team in building and nurture lasting relationships with clients by understanding their needs and preferences.
• Actively work with CRM team to drive for bespoke services, such as personalized shopping experiences and exclusive previews, to enhance client satisfaction.
• Utilize CRM tools to track and manage the client relationship building assignment of the team.
• Closely follow up all client KPIs.

Operational Excellence:

• Oversee daily store operations, ensuring efficiency and adherence to Hermès' standards.
• Manage inventory effectively, including ordering, receiving, and conducting regular stock checks to prevent shortages or overstock situations.
• Ensure visual merchandising aligns with Hermès' guidelines and enhances the overall shopping experience.
• Maintain the store presentation to the highest standards, including cleanliness, organization, and display aesthetics.
• Streamline processes to enhance operational efficiency.
• Develop and manage staff schedules to ensure optimal coverage and efficient use of resources.
• Implement risk prevention measures, including stock loss prevention, safety protocols, and other potential risk related to invoicing, payment handling…
•  Full Profit and Loss responsibility for the store.
• Review and submit sales and operational reports to management in adherence to company’s KPIs and policies.

Compliance and Standards:

• Ensure compliance with company policies, procedures, and standards, maintaining the integrity of the Hermès brand.
• Address compliance issues ly and implement corrective actions as necessary.

• High level of integrity, attention to detail, open minded and problem-solving skills.
• At least 10  years’ experience in luxury retail management, preferably with a high-end fashion brand.
• Exceptional leadership and interpersonal skills, with a track record of building and motivating teams.
• Strong business acumen and analytical skills, with the ability to interpret sales data and make informed decisions.
• Outstanding customer service skills, with a passion for creating exceptional shopping experiences.
• Excellent communication and organizational skills, with the ability to manage multiple priorities.