Assistant Store Manager, Hong Kong International Airport

Store Management / Operations


* Be responsible of the store in absence of the Boutique Manager


* Ensures that all company's procedures and systems are clearly understood and followed and run smoothly


* Coordinate the roll-out of central projects / tools in the store


* Assist the Boutique manager to prepare monthly reports including business report to management and commission reports

Team management


* Manage his/her team :
+ Set objectives and assess performance
+ Observe teams on the floor and provide ongoing feedback
+ Organize coaching sessions based on teams' needs
+ Organize work within the team, delegate tasks as needed
+ Communicate key information to teams, notably during morning briefing


* Motivate teams, recognize individual and team efforts


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


* Ensure teams receive proper training regularly to develop customer service, product knowledge, selling skills


* Handle disciplinary matters and escalate as needed to Boutique Manager / HR


* Coordinate with Sales & Service Support Team for rosters


* Assist the Boutique Manager in organizing team meetings and collaborating to host team activity to maintain team spirit

Sales performance and floor management


* Manage and monitor one to several floor operations
+ Welcome clients
+ Ensure resources on the sales floor 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
+ Encourage teams to develop cross-selling
+ Act as role model for sale
+ Follow-up store performance (sales, stock level, shrink rate) and contribute to define and implement action plans with the Boutique Manager and Retail Director (eg : specific incentives, clienteling actions...)
+ Managing product sell-out to reach the best optimization of seasonal sell-thru.

Customer Service and CRM


* 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


* Maintain its client portfolio and identify client development opportunities


* Take care of VIP clients


* Handle customer complaints (level 2) and be a strong support to the team in case of conflicts


* Oversee CRM activities and support teams in clienteling actions

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