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Assistant Store Manager, Hong Kong International Airport

HermesHong Kong, HK

30+ days ago

Job description

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

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Assistant Hong Kong • Hong Kong, HK

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