Store Manager, Guangzhou Airport

• Manage P&L

• Plan the development of sales in your boutique and control expenses

• 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

• Implement a proper buying strategy, based on the specificity of your boutique (demand, inventory and sales objectives)
• Identify client needs and adjust buys accordingly

• 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 stocks are well organized
• Ensure process are well executed (deliveries, ticketing, transfers, etc.)
• Coordinate stockist daily operations (deliveries, spot check and biannual counts, transfers)

• Ensure that all company's procedures and systems are clearly understood, followed, and run smoothly

• Become familiar and comply with the internal control policies
• Follow up compliance with company's procedures

• 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)

• Manage his/her team:

• 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

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

• Motivate teams, recognize individual and team efforts
• Oversee grooming
• Handle disciplinary matters and escalate as needed to HR

• Ensure team self-development

• 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

• Coordinate with Admin for roster and vacations

• Conduct recruitments in cooperation with Head Office

• Ensure the consistency of the store organization

• Manage and monitor floor operations

• Welcome clients
• Ensure resources on the sales floors 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 (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)

• 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
• 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

• 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

• 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

• 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

• Budget objectives

• Sales (mix, growth, etc.)
• Client recruitment
• Shrinkage rate
• Level of stock (MOS)
• Sell through

• Qualitative

• Mystery shopping results
• Motivation and implication of sales teams
• Kind and challenging management
• Ability to coordinate teams
• Role model

• 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

• 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

• Excellent spoken and written English and Mandarin, French is a plus

• Able to work shifts/weekends and public holidays

Hermès