Hermes Boutique Manager

Job Purpose:

The Boutique Manager at Hermès will lead the store to achieve unparalleled standards of excellence in operations, sales performance, customer service, and maintaining a high boutique image while being dedicated to team development. This role demands a dynamic leader with a proven track record in luxury retail management, embodying integrity and open-mindedness, who can lead by example to inspire and manage the boutique team to fulfill the brand’s mission.

The ideal candidate will demonstrate the following mindsets: empathy, solution-focused, creative thinking, innovation, result-oriented, ownership, purpose-driven, and sustainability.

Key Responsibilities:

Leadership and Team Development:

• Inspire, mentor, and lead a high-performing team to achieve sales targets and deliver outstanding customer service.

• Maintain the brand's standards of excellence by setting clear expectations and providing constructive feedback.

• Identify individual and team training needs. Partner with Trainers to implement training programs to enhance the team's product knowledge, sales techniques, and customer service skills.

• Foster a culture of excellence, collaboration, and continuous improvement by recognizing and rewarding high performance.

• Conduct regular performance reviews and create personalized development plans for team members.

• Attract and recruit the best talent available in the market through networking and scouting.

Sales and Performance Management:

• Drive sales performance through strategic planning, goal setting, and coordinate with office supporting team to orchestrate the full execution at boutique level that drive traffic, sales, and client KPIs

• Market & Sales data expert to identify trends, opportunities for growth, and areas needing improvement by Metier/ by Sales Staff.

• Work closely with the merchandising team to ensure that appropriate stock and assortment levels are met

• Make recommendations for store renovations or upgrades in order to increase sales and market share.

Customer Experience:

• Foster a welcoming and luxurious environment by ensuring the store ambiance reflects Hermès' brand values.

• Train staff to provide personalized attention to every customer, ensuring a memorable and unique shopping experience.

• Address customer inquiries and resolve issues promptly and professionally to ensure customer satisfaction.

• Implement customer service best practices, including follow-up communications and partner with CRM team to promote client relationship building programs, to exceed client expectations.

• Utilize feedback to continuously improve the customer experience and identify opportunities for enhancement.

Client Relationship Management:

• Coach sales team in building and nurture lasting relationships with clients by understanding their needs and preferences.

• Actively work with CRM team to drive for bespoke services, such as personalized shopping experiences and exclusive previews, to enhance client satisfaction.

• Utilize CRM tools to track and manage the client relationship building assignment of the team.

• Closely follow up all client KPIs.

Operational Excellence:

• Oversee daily store operations, ensuring efficiency and adherence to Hermès' standards.

• Manage inventory effectively, including ordering, receiving, and conducting regular stock checks to prevent shortages or overstock situations.

• Ensure visual merchandising aligns with Hermès' guidelines and enhances the overall shopping experience.

• Maintain the store presentation to the highest standards, including cleanliness, organization, and display aesthetics.

• Streamline processes to enhance operational efficiency.

• Develop and manage staff schedules to ensure optimal coverage and efficient use of resources.

• Implement risk prevention measures, including stock loss prevention, safety protocols, and other potential risk related to invoicing, payment handling…

• Full Profit and Loss responsibility for the store.

• Review and submit sales and operational reports to management in adherence to company’s KPIs and policies

Compliance and Standards:

• Ensure compliance with company policies, procedures, and standards, maintaining the integrity of the Hermès brand.

• Address compliance issues promptly and implement corrective actions as necessary.

Qualifications:

• High level of integrity, attention to detail, open minded and problem-solving skills.

• At least 10 years’ experience in luxury retail management, preferably with a high-end fashion brand.

• Exceptional leadership and interpersonal skills, with a track record of building and motivating teams.

• Strong business acumen and analytical skills, with the ability to interpret sales data and make informed decisions.

• Outstanding customer service skills, with a passion for creating exceptional shopping experiences.

• Excellent communication and organizational skills, with the ability to manage multiple priorities.