Team Leader

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs more than 18,400 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial presence that respects people and nature, a source of exceptional materials. Sixteen artisanal métiers nurture the creativity of the house, whose collections are presented in over 300 stores in 45 countries across the world.

We cordially invite high calibre talent to join our Hermès team in Hong Kong.

General Role

• Assist in the daily store operations and manage team deliver quality service while achieving individual targets, identifying customers' needs, developing client relationships, and delivering post-sale services
• Manage the store independently in the absence of boutique management
• To achieve non-sales objectives (i.e., service provision and visual presentation of the store) in order to enhance customer satisfaction
• To collect, analyze and solve customer complaints

Responsibilities:

1.) Budget and Sales

• Help to achieve annual and monthly targets, monitor and review regularly
• Ensure the boutique reaches the target mix per product department and responsible for the sales of owned product department
• Analyze sales data and provide constructive suggestions for improvement
• Execute in-store incentive programs to drive sales objectives, evaluate results and effectiveness

2.) Stock and Process Control

• Ensure the group procedures are respected and take necessary actions to avoid discrepancy or stock loss
• Work with operation team on regular stock take and be able to explain discrepancies or irregularities
• Identify best-selling, slow moving, aging and overstock items, and to propose concrete action plan

3.) Merchandising

• Ensure the visual merchandise corresponds to the product's sales plan
• Suggest visual presentation for improving the sales through of slow-moving items
• Maintain shop display and environment in line with group guideline

4.) Store Operations

• Be present in sales floor as shift leader to oversee store operation, assist team whenever required
• Ensure store procedures are properly followed and smoothly operated
• Handle all customer complaints and difficult situations
• Conduct briefing session and act as Key Holders and a contact person in case of emergency
• Propose recommendations to streamline and enhance operational process; eliminate administrative work and reports in order to achieve store optimal efficiency

5.) Team Management

• Motivate and coach team member to achieve sales and non-sales objectives
• Observe and review staff's performance with managers on regular basis
• Build morale and foster team spirit, encourage open two-way communication
• Monitor and manage the team to ensure enough manpower on floor to serve customers
• Organize the team to brief other team members after their training session to make sure that all teams share the knowledge
• Identify training need; follow-through team's learning and practices; ensure on-going applications at workplace

6.) Clientele Development and CRM

• Support and coordinate company events to develop a closer customer relationship
• Educate and convey brand messages to customers through different means
• Ensure customer database management and proper daily handling: explore new recruitment system to increase customer database

Requirements:

• Tertiary education or above
• Minimum 6 years' relevant management experience in luxury retail or similar capacity
• Knowledge of different aspects of shop operations
• Great presentation, communications, and interpersonal skills
• Strong analytical mindset and ability to provide effective solutions
• Good Leadership skills and encourage teamwork
• Curious individual with good problem-solving skills and eager to seek for challenges 
• Proficient with computer skills and MS Office 
• Good command of written and spoken English and Chinese (Mandarin and Cantonese)

Interested parties, please send your resume with expected salary and date of availability to: [email redacted, apply via Company website] or by clicking "Apply Now"

(Data collected will be treated in strict confidence and used for recruitment purpose only.)