Store Manager, Shanghai Hongqiao Airport

Overall Mission:

The Store Manager is in charge of all the aspects of the boutique including:

• Managing the store, the Hermès way and being the Ambassador of Hermès towards the clients
• Ensuring the best possible working atmosphere to procure a motivating work environment and develop people
• Maintains store performance through coaching and accountability by planning, monitoring, and observing individual and team performance.
• Being responsible for reaching store objectives in terms of budget (turnover, sales mix, etc.) and service.

Main Duties

1. Performance & Operations management

• Manage P&L
• Follow-up store performance (sales, stock level, shrink rate), prepare reports and contribute to define and implement action plans with Area Store Manager and Retail Director (e.g. specific incentives, clientelling actions…)

• Manage Store Buying’S

• Monitor stocks on a regular basis (reorders and transfers) in cooperation with sales teams and subsidiary to increase the sales and keep a financially healthy stock level
• Ensure that back office is efficiently operated 
• Ensure that all company’s procedures and systems are clearly understood, followed, and run smoothly 
• Ensure proper maintenance and renovation works, in line with the agreed budget
• Follow up administrative process (e.g. till checks, orders)
• Coordinate the roll-out of central projects / tools in the store (e.g. digital projects notably H-pad)
• Plan the development of sales in your boutique and control expenses
• Implement a proper buying strategy, based on the specificity of your boutique (demand, inventory and sales objectives)
• Identify client needs and adjust buys accordingly
• Ensure stocks are well organized
• Ensure process are well executed (deliveries, ticketing, transfers, etc.)
• Coordinate stockist daily operations (deliveries, spot check and biannual counts, transfers)
• Become familiar and comply with the internal control policies
• Follow up compliance with company’s procedures

1. Team Management

• Manage His/Her Team:

• Create a sense of team spirit, discipline, and mutual respect, as well as dedication and loyalty to the company

• Ensure Team Self-Development

• Coordinate with Admin for roster and vacations
• Conduct recruitments in cooperation with Head Office
• Ensure the consistency of the store organization
• Set objectives, provides clear expectations with team giving timely feedback, evaluating performance, and seeking continuous improvement
• Observe teams on the floor and provide ongoing feedback 
• 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 

• Oversee Grooming

• Handle disciplinary matters and escalate as needed to HR 
• Conduct direct reports reviews (appraisals)
• Be responsible for all staff induction including training and development
• Address concerns of individuals in a professional and well-balanced way

1. Front Office Management

• Manage and monitor floor operations 

• Drive Sales Performance

• Ensure a high standard of customer service within the store 
• Maintain its client portfolio and identify client development opportunities
• Oversee CRM activities (incl. ensuring database accuracy) and clientelling actions 
• Ensure the excellence of aftersales service
• Ensure the excellence of Visual Merchandising

• Welcome Clients

• Ensure resources on the sales floors are allocated in coherence with clients flows

• Organize Management Back-Ups

• Assist teams occasionally in the selling process and front-office operations (return, exchange, tax free, etc.)
• Encourage teams to develop linked-and cross-selling
• Ensure that floor is operated in consistence with company’s standards (clients greeting, allocation of sales associate by area, breaks management, etc.)
• Follow up that sales teams reach their targets (budget, incentives)
• Handle customer complaints (level 2) and be a strong support to the team in case of conflicts
• Ensure sales team have an extensive knowledge of Hermès culture and products
• 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
• Assess continuously product presentation in the boutique
• Identify opportunities for putting forward specific products
• Train the sales team to develop proper merchandising skills, in line with the visual merchandising guidelines

1. Communication and public relations

• Represent Hermès to existing and potential customers
• Be fully aware of the communication plan and to ensure that the sales team is properly informed of all relevant activity
• Participate to local events within and outside the store
• Fully assist the Communication teams to implement any activity in relations with your store

Performance Indicators

• Budget Objectives

• Qualitative

• Sales (mix, growth, etc.)

• Client Recruitment

• Shrinkage Rate

• Level of stock (MOS)

• Sell Through

• Mystery Shopping Results

• Motivation and implication of sales teams
• Kind and challenging management
• Ability to coordinate teams 

• Role Model

Profile

• At least 8 years of relevant management experience in retail, preferably in luxury industry / high-end fashion, airport experience is a plus
• Strong business sense with an ability to drive performance and lead customer service 
• Strong management skills and ability to lead a team, with strong organizational and coaching skills (strong leadership, excellent interpersonal and communication skills, organized, ability to delegate, step back, liaise with corporate)
• Good communication and networking skills, able to build good professional working relationships demonstrating the ability to work across cultures
• Proactive, results-driven individual, demonstrating initiative and commercial creativity
• Operationally sound to ensure tight process and procedures, diligent in reporting data and utilizing data within the store
• Excellent spoken and written English and Mandarin, French is a plus
• Ability to work under pressure and prioritize, driving business improvements and delivering objectives
• An appreciation of the style and elegance of the house reflecting this in personal presentation
• Computer skills : MS office
• Able to work shifts/weekends and public holidays

"Créateur, artisan et marchand d’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d’entreprendre continu et une exigence constante, Hermès cultive la liberté et l’autonomie de chacun grâce à un management responsable. L’entreprise perpétue la transmission de savoir-faire d’exception par un ancrage territorial fort dans le respect des hommes et de la nature – source de matières d’exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde."