STORE SUPERVISOR (HERMÈS)/ GIÁM SÁT CỬA HÀNG (HERMÈS)

The Deputy Boutique Manager at Hermès will support the Boutique Manager in overseeing front-end experience, driving sales, fostering lasting client relationships, and promoting brand image. This role demands a proactive leader with a strong background in luxury retail, dedicated to providing exceptional customer experience and driving sales performance. 

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

Team Leadership:

• Support the Boutique Manager in leading sales team, fostering a culture of excellence and collaboration.
• Conduct daily briefing to communicate goals, share updates, and address any issues.
• Provide on-the-floor coaching and development opportunities to enhance sales team’s skills and performance.
• Recognize and reward high-performing team members, encouraging a positive and motivated work environment.
• Assist in performance reviews and contribute to the development of personalized growth plans for team members.

Sales Management:

• Drive sales performance through effective floor management, ensuring all sales targets are met or exceeded.
• Analyze sales data to identify trends and opportunities for growth, providing insights and recommendations to the Boutique Manager.
• Implement sales strategies and in-store activities 
• Act as a role model demonstrating sales leadership to the team, support them with their own sales achievement, recruit new clients and client retention
• Monitor individual and team sales performance, providing coaching and feedback to enhance results.
• Make sure that each sales team member act as an effective champion for the assigned product category/business pillar, being accountable for its corresponding performance, developing the appropriate strategies to drive the category effectively.
• Collaborate with the Boutique Manager to develop action plans to achieve boutique targets.

Customer Service Excellence:

• Ensure the boutique provides a luxurious and welcoming environment for all customers.
• Partner with Trainers to train and mentor staff to deliver personalized, high-quality customer service.
• Address customer inquiries and resolve issues promptly and professionally.
• Implement best practices for customer service, including follow-up communications and client relationship building programs.
• Gather and analyze customer feedback to continuously improve the shopping experience.
• Ensure all qualification requirements under Mystery Shopper programs are followed to reach Hermes’ service standard expectations.

Client Relationship Management:

• Coach sales team in building and nurture lasting relationships with clients by understanding their needs and preferences.
• Guide sales team to develop own client portfolios
• Closely follow up with sales team to deliver bespoke services, such as personalized shopping experiences and exclusive previews, to enhance client satisfaction.
• Utilize CRM tools and support Boutique Manager to track and manage the client relationship building assignment of the team.
• Closely follow up all client KPIs together with Boutique Manager.

Operational Support:

• Partner with VM for Window updating, and ensure the boutique reflects Hermès' brand standards through visual merchandising.
• Ensure the image of the team is up to brand’s standards including grooming, welcoming, and overall servicing.
• Oversee daily store operations, including opening and closing procedures.
• Ensure compliance with company policies and procedures, maintaining the integrity of the Hermès brand.
• Support inventory management by monitoring stock levels and stock flow (in/out boutique).
• Maintain the store presentation to the highest standards, including cleanliness, store maintenance and overall store ambiance.
• Support in the preparation of periodical report
• In the absence of the Boutique Manager, make good and timely decisions that keep the organization moving forward

Compliance and Standards:

• Ensure compliance with company policies, procedures, and standards, maintaining the integrity of the Hermès brand.
• Conduct regular store check to ensure adherence to operational and brand standards.
• Address compliance issues promptly and implement corrective actions as necessary.

• High level of integrity, attention to detail, open-minded and problem-solving skills.
• At least 3 years of relevant management experience in retail industry, preferably in luxury retail or in similar capacity.
• Exceptional leadership and interpersonal skills, with a track record of achieving sales targets.
• 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 interpersonal and communication skills, with the ability to manage multiple priorities, and handling challenges.

• Competitive salary packages with fixed 13th-month salary and performance bonus
• Premium health care insurance
• Annual performance review
• Sponsored sports activities
• Training section and rotation opportunities within subsidiaries
• Professional and creative working environment with up-to-date equipment
• You will be part of a collective adventure, joining a small dynamic team with great spirit and high standards
• You will discover a growing house with a strong and family base and responsible values
• You will have the chance to build your bespoke career path
• You will have the opportunity to bring and develop your own client network