Floor Manager - Hermès İstanbul

Key Responsibilities

1.

Managing the Team
• Leading by example, give priority to the shop floor and ensure a warm atmosphere in which to welcome our customers.
• Provide direction, feedback and support to the team, allowing them to provide service standards of the highest quality.
• Undertake and monitor the progress of new staff members in the store ensuring that they receive a proper induction to the business.

Likewise, any temporary staff should be supported when in store, so that they can provide the service levels in which our customers deserve.
• Ensure that the team is properly trained (particularly on in-store procedures, product knowledge, product handling and presentation techniques).
• Working together with the Store Manager insist that appropriate cover is always available on the shop floor (including holiday and peak trade periods)

2.

Customer Relations Management

• To support the business in developing new client relations.
• Working with the Store Manager to have a good understanding of the client database in the store, maintaining accurate client information and follow up on duplicates
• Support the team in delivering exceptional service to all our clients
• Provide direction to the team ensuring clients are looked after and encouraged to return.
• Liaising with the Press department when coordinating and assisting with Hermès events
• Liaising with the Client Experience Manager on all CRM developments and initiatives
• Manage/limit customer complaints in a timely and proactive manner.

3.

Sales Development

• Achieve targets in accordance with set objectives
• Show encouragement and support to the team members in the achievement of their objectives.
• Provide guidance and support on all sales tools and act as a reference for their usage (HPad - reservations, customer orders, pre-selling.

Click in store, My Folio etc)
• Manage the flow of merchandise to the shop floor, working closely with the Stock team.
• Maintain a constant knowledge of what stock is available in the store that it is properly stored and handled and bring stock issues to the attention of the Store Manager.
• Gain a good knowledge of the reporting available and know how to best use them to build action plans to improve the business.
• To deputise for the Manager in his/her absence.
• To undertake projects and responsibilities at the direction of the Manager.
• Produce, check and publish reports on the store and its performance according to set schedules or as requested.
• Ensure that Hermès standards are respected in the store and that VM guidelines are adhered.

4.

Store Operations

• Take on keyholding duties and be responsible for opening and closing of the store, where necessary.
• Be responsible for all areas of financial compliance, including banking and cashing up daily and reconciliation of the tills.
• Work with the Manager to ensure that the store and team are presented to Hermès standards and th...