Department Manager - Fragrance and Beauty

We are recruiting for a Fragrance and Beauty Department Manager to join our brand-new Maison store at 166 New Bond Street. 

Introducing our London Maison

Be part of something iconic, Hermès GB is opening a brand-new Maison store at 166 New Bond Street, London, a true statement of Hermès. This flagship location represents everything we stand for; it’s a bold step forward, an iconic space that will set new standards in experience, innovation, and excellence.

In the words of Pierre-Alexis Dumas, Artistic Director – Creation & image, when describing what makes a Maison

“A store we call a Maison Hermès is a store that is on such a scale, in its architecture and surface area, that it perfectly embodies the spirit of the Hermès home, as it originally was. So, a Maison Hermès is an embassy, it’s a whole World, within which you can discover the culture of Hermès, beyond its products. It is much more than a store.”

We are looking for a team of individuals who will all play a part collectively in crafting a culture, which emulates all that is unique to Hermes, to London and to the Maison. You will contribute to the Maison by bringing ambition, kindness, tenacity and a strong team spirit. You will be open minded, forward thinking, service and people orientated, showing humility and respect for others.

Role Mission

This role as part of our new 166 Maison will work to support the overall Fragrance & Beauty team. To have a strong knowledge of product and ensure that there is efficient and effective sales functionality for the department, respecting the Maison operating guidelines and client standards. Working closely to support the wider team and other Department Managers across the Maison.

Key Responsibilities

Team Management

• Leading by example, give priority to the shop floor and ensure a warm atmosphere in which to welcome our customers.
• Provide direction, feedback and support to the team, allowing them to provide service standards of the highest quality.
• Undertake and monitor the progress of new staff members in the store ensuring that they receive an excellent induction to the business. Likewise, any temporary staff should be supported when in store, so that they can provide the service levels in which our customers deserve.
• Ensure that the team are suitably trained (particularly on in-store procedures, product knowledge, product handling and presentation techniques).
• Working together with the Store and Resource Planning Manager to ensure that appropriate cover is always available on the shop floor (including holiday and peak trade periods)

Client Relationship Management

• To support the business in developing new client relations.
• Working with the Client Relationship and SSS teams to have a good understanding of the client database in the store, maintaining accurate client information and follow up on duplicates
• Support the team in delivering exceptional service to all our clients
• Provide direction to the team ensuring clients are looked after and encouraged to return.
• Liaise with the local Press department when coordinating and assisting with Hermès events
• Liaise with the Client Experience team on all CRM developments and initiatives
• Manage/limit customer complaints in a timely and proactive manner.

Sales Development

• Achieve targets in accordance with set objectives
• Show encouragement and support to the team members in the achievement of their objectives.
• Provide guidance and support on all sales tools and act as a reference for their usage (HPad – reservations, customer orders, pre-selling. Click in store, My Folio etc)
• Manage the flow of merchandise to the shop floor, working closely with the Stock team.
• Maintain a constant knowledge of what stock is available in the store that it is properly stored and handled and bring stock issues to the attention of the Management team
• Gain a good knowledge of the reporting available and know how to best use them to build action plans to improve the business
• To deputise for the team, if required 
• To undertake projects and responsibilities
• Produce, check and publish reports on the store and its performance according to set schedules or as requested.
• Ensure that Hermès standards are respected in the store and that VM guidelines are adhered within the Fragrance and Beauty Metier 

Store Operations

• Take on keyholding duties and be responsible for opening and closing of the store, where necessary.
• Be responsible for all areas of financial compliance, including banking and cashing up daily and reconciliation of the tills.
• Work with the Store Directors to ensure that the store and team are presented to Hermès standards and that the shop floor is free from obstruction or actual, or potential, hazards at all times.
• Undertake security activities within the company’s guidelines and to ensure, as far as practicable, that stock or other property is not put at unnecessary risk.
• Support the Stock Team during stocktakes and periodical cycle counts
• Working with the Store Manager and back office team alleviate the administrative duties for the sales team, to focus their attention purely on clients or client associated matters (Smart Ops)

* Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.

About You

• Proven experience within the Fragrance & Beauty sector, with deep knowledge of luxury perfume, skincare, and beauty categories.
• Experience in a supervisory or management role within a high-end retail environment
• Team management experience able to mentor and lead, able to hold 121’s, development conversations and provide regular constructive feedback
• A strong knowledge of store operations including the processed involved in opening and closing, financial compliance and security and safety activities within the Maison
• To influencer and provide direction to the team on selling ceremony best practice 
• Ability to take initiative in a dynamic and fast-paced store
• Highly organised, adaptable and reliable
• Strong CRM focus able to work with the team to keep the client database up to date 
• Exceptional communication skills and leadership skills with the ability to inspire, coach and lead a team
• Solid IT Skill across retail systems, Microsoft Office Suite, and digital sales tools. 
• Good team player with capacity to work autonomously
• Professional with ability to work efficiently and accurately under pressure

TEAM – Structured, positive attitude and mindset. We value team wellbeing, ensuring Hermès is a place for personable growth and recognition. Warm, friendly and welcoming to all. We are tenacious and open-minded, striving and setting up for success.

GROWTH MINDSET – Our colleagues are ambitious, client-orientated and commercially aware.

CLIENT EXPERIENCE – New services, new experiences and new ways of working. With a bespoke for few & bespoke for all mindset. Raising the standards in service, beyond our clients’ expectations. 

OPERATING STANDARDS – An operationally complex store, ensuring best practice, working within constraints whilst pushing boundaries to ensure we operate efficiently at this scale.

ANIMATION & SURPRISE – Small or large, a mix of commercial and non-commercial moments. We think local and go beyond expectations.

ENVIRONMENT – An environment in which to use and celebrate … outstanding windows, 300 artwork, depth of history architecture and a product offer with nothing else like it, in London or the group.

#Li-Al3

"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."