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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