Remit:
Deliver the retail sales targets, and KPIs set out through strong leadership, leading by your own example, motivating your store team to promote Hermès, implementing local service initiatives and marketing activity to engage customers and building a healthy customer data base.
Build and maintain strong relationships with store management and partner retail colleagues to gain support, establish opportunities and achieve targets in line with company expectations.
Act as a brand ambassador demonstrating the Hermès pillars of expertise, generosity, simplicity, surprise and bespoke. Ensuring effective communication, behaviour and actions both internally and externally.
Main Responsibilities:
Exceptional personal and team service levels, reflecting the company guidelines and a bespoke approach. Pro-active to feedback from the service excellence programme, acknowledging team success, addressing challenges and creating a clear plan of action to improve results.
Prepare, implement, and monitor quarterly business plans in line with retail targets, marketing calendars and launches, including specific targets and activations for key launches.
Operational processes, housekeeping and visual merchandising standards to be best in class, reflecting their importance as part of the customer experience.
Ensure delivery of retail sales targets and KPIs, coaching and developing the team through individual development plans, and providing consistent informal and formal feedback through daily conversations, team briefs, 1-2-1s, monthly catch ups and annual appraisals. Delivering strong productivity by headcount, team job satisfaction and tangible growth.
Effective, collaborative management of team from partner agencies and monitoring of instore sales performance. Identify top performers and maintain strong relationships, ensuring a strong talent pool to support key trading periods.
Respect business budgets for staffing, overtime, POSM supplies, expenses and other expenditure linked to your account or team, ensuring accurate records and management, and review alongside your Regional Manager.
Ensure all relevant administration is submitted accurately and in a timely manner as per deadlines given.
Highlighting opportunities within your store and city to gain new customer acquisition.
Implement and maintain structured post-purchase follow up processes to gather feedback and drive customer satisfaction and retention.
Key Competencies/Technical Skills:
- Experience in managing fragrance and beauty consultants and teams.
- Ability to lead and develop effective, strong high performing teams.
- Results driven and commercially articulate, able to prepare strong reports which reflect KPIs, productivity, trading conditions, demographic of customers, anecdotal feedback, retail activations, customer recruitment and business building initiatives.
- Ability to be both proactive and reactive as required, with an agile mindset.
- Proven negotiation and influencing skills to gain support from partner retailers and team in delivering business plans and objectives.
- Makeup and fragrance training preferred.
- Strong communication skills – in person, digitally and remotely. Ability to define targets and goals with your team, articulate them and review performance with your team.
- Strong organizational skills and ability to flex to the changing business and market needs, with a positive and progressive approach.
- Competent IT skills (Outlook and MS Office)
Profile:
- Confident and appropriate communication when liaising with colleagues at all levels.
- Self-aware and demonstrate a desire to evolve own skill and knowledge.
- Ability to manage frustrations and resolve challenges in an empathetic, considered and time-sensitive way.
- Generous in sharing information, insights and knowledge, as well as being driven to keep up to date with industry trends.
- Immaculate presentation, reflecting a luxury brand and aspirational grooming.
- One team mentality, contributing to a collaborative, innovative and special Hermes Parfums family.
