General Role
· Responsible for the overall management of the store in line with the Floor Manager’s Directions and lead the Supervisors and their sales team to achieve all KPIs.
· Assist Supervisors to dissect potential sales, customer service or team leading challenges faced by each sales team and discuss possible actions to take/advice to give.
Key Responsibilities
1) Sales focus (with focus on Womens’ Ready-To-Wear)
· Able to manage, drive and achieve KPI(s)
· Supervise and motivate team to achieve daily and monthly sales targets.
· Analyze the metiers' sales results monthly to share with Supervisors for performance evaluation and action plan
· Coordinate and execute sales plans, marketing events and promotion programs with the team
2) Customer service
· Ensure Hermes Client Experience standards are executed in a consistent manner.
· Recommend creative ideas to build/develop a strong regular clientele.
· Regularly evaluate the mystery shopping results and customer service skills of staff.
· Provide coaching to Supervisors on soft skills as and when necessary.
· Identifies and handles client enquiries and complaints when escalated.
3) Operations
· Assist Floor Manager to manage and oversee the daily store operations.
· Ensures store presentation is consistent with the brand image.
· Ensure proper security measures are enforced across processes and store.
· Always ensure a high standard of grooming of all staff in the Boutique.
4) Team Leading
· Responsible for driving a positive team culture and healthy work environment.
· Foster a strong team spirit and always leading in an exemplary manner.
· Organize and facilitate morning briefing daily for related topics.
· Monitors, coaching and assists Supervisors for all new staff onboarding.
Oversee team’s development by providing on-the-job training, product training, soft skills training etc.
5) Other Duties
· Support SA and SSA recruitment as and when necessary.
· Provides inputs and assists Floor Manager in management reports.
· Perform yearly appraisals for the team reporting to the individual.
· Perform any other duties that may be assigned from time to time by the Floor Manager.
Requirements & Capabilities
· At least 5 years of relevant experience in high-end fashion, luxury industry or in similar capacity, with strong background in Womens’ Ready-To-Wear.
· Passion in retail industry with good selling skills.
· Likes fashion and appreciates quality products.
· Fluent in English.
· Must be a good team player, pleasant, service oriented and self motivated.
· Strong team building, interpersonal and communication skills.
· Strong analytical and problem-solving skill set.
· Hands on computer knowledge of MS Office.
· Able to work shifts/ weekends and public holidays
