Boutique Manager

Job Responsibilities:

General Role

To manage all aspects of the Hermès boutique in line with the commercial strategy approved by the management, and always within Hermès standards of image and services worldwide.



* Achieve sales targets and profitability goals


* Control expenses and inventory shortage


* Assume leadership role through effective communication and awareness of staff morale and development


* Strengthen retention by emphasizing awareness of people and career development


* Ensure consistent high standards of customer service through on-going effective staff training


* Respond to customers inquiries and resolves customer issues in timely and appropriate manner


* Gather and provides customer feedback on products to management team

Responsibilities:

1) Store operation:

- Budget

o Achieve annual and monthly budget set by the Group in compliance with the Group Commercial Policy and Hermes image

o Develop strategy to achieve the mix objectives fixed by the Group

- Sales and Buying

o Participate to the Podium buying 4 times a year (including podium and pre-collection, if applied); create an attractive Hermes store within the budget set by Finance team.

o Optimize sales by ensuring stock availability and regularly reordered.

Work closely with the Merchandising team.

o Control the level of month of stock; should not exceed 6 months at the end of the year.

- Stock and Process Control

o Train up stock Team Leader to in-charge of mini stock take and participate to the annual stock take

o Take all necessary actions to avoid discrepancy

o Ensure that the Group procedures are properly respected by validating the Chic Boutique Questionnaire

- Merchandising

o Maintain store display and environment in line with the Group guideline

o Nominate VM ambassador to develop proper merchandising skills

o Alert the team for any need of maintenance or renovation works

2) Relation Management:

- Team Management

o Recruit and retain high quality staff

o Keep track of each individual performance, defining tasks and setting goals

o Ensure that the team receives proper training regularly in order to develop customer service, product knowledge and selling skills

o Oversee and ensures all leaves taken are in line with company policies and procedures while all untaken annual leaves are properly managed

o Create sense of team spirit, discipline and mutual respect, as well as dedication

o Ensure that everyone on the team receives proper support in order to achieve their full potential

- Customer Service

o Ensure that each member of the sales team provides an excellent service to each individual entering the boutique, in line with Hermès standards of customer service

o Always be present and act as back-up in case of conflicts

o Inform the Management for any potential complaints case

o Be active in CRM activity to increase relationship with customers

- Communication

o Assist to implement communication ...