SENIOR CLIENT ADVISOR FOR BRAND - NEW BOUTIQUE OF HERMÈS HA NOI

A brand-new Boutique of Hermès Ha Noi, one of the top largest in Asia Pacific located in a prime position on Trang Tien street and covering all Hermès product categories, is to be opened by end 2025 – we are looking for passionate Senior Client Advisors to join our team

A. Brand Overview: 

Hermès is the name of a house, but above all it is the name of a family that, for almost two centuries, has written the history of a Parisian company founded on know-how and quality, tradition, and innovation.  

From harness-maker to saddler, Hermès today deploys its creativity through 16 métiers. The watchwords have remained the same: exacting standards and authenticity, elegance and sobriety, fantasy, and audacity. 

B. Position Overview: 

The Senior Client Advisor at Hermès will be the client’s first impression of Hermès image and convey simplicity and generosity at all times. The Senior Client Advisor represents and transmits the values of the House to customers and new employees. 

C. Key Responsibilities:

1.Sales Performance: 

• Develop sales across all product universes, always keeping in mind the quality of product and the excellence of service that Hermès wishes to give to clients 

• Drive and achieve individual and team objectives including both financial and non-financial KPI 

• Supervise zoning/sales floor coverage as assigned by management team. Be present in sales floor as shift leader to oversee store operation, assist team whenever required 

• Take responsibility and ownership for the performance of the category that he/she is in charge of 

• Actively collect customers’ feedback on products and frequently update to Deputy Boutique Manager and Boutique Manager  

• Actively contribute to business development through proposal of commercial actions 

2. Client Management: 

• Provide excellent customer service adapted the culture and personality of each client and maintain a pleasant shopping environment consistent with the Hermès brand image 

• Develop long-term relationships with clients by leveraging different CRM tools 

• Master the brand and product knowledge to inspire customers through story-telling 

• Actively call on current and potential customers to establish and maintain client relationship and to inform about new products and services  

• Identify and handle client enquiries and concerns 

3. Store Operations: 

• Perform store duties as assigned by management team 

• Be able to correctly operate the ERP and POS system, in all areas relating to stock transfer & inquiry, invoicing & payment and customer database input  

• Till controls 

  • Support on morning store opening (till opening, key checks etc) 

  • Supervise till closing with sales teams and/or cashiers after the store has been closed 

  • Be responsible for accurate till controls and cash remittances (to the safe, to the bank) 

  • Review and comment all relevant reports related to till operations for management team (discounts & forced prices, cancelled sales) 

• Maintain proper visual merchandising according to brand’s guidelines 

• Maintain a safe and clean store environment and implement daily housekeeping duties 

• Maintain inventory accuracy by properly receive, display and store merchandise according to company’s guidelines 

• Participate in store stock take and cycle-counts. Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies 

• Respect Brand standards in terms of grooming and behavior 

• Follow working schedule as planned by management team 

• Perform as a team-player, participate in all activities contributing to the overall objectives of the store 

• Act as role model for other Client Advisors, coaching junior colleagues, sharing experiences, product knowledge, market trends and best practice. 

4. 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. 

• At least 3 years of relevant customer facing experience in ultra-luxury retail or another high-end service environment  

• Excellent interpersonal and communication skills, with a customer service orientation; 

• Team player mentality to build meaningful relationships and ability to work autonomously; 

• Availability, flexibility and dynamism to function in a high-pace environment; 

• Determined to be part of a people centric retail project, for which is required vocation for human values, passion and a strong aesthetic sense. 

• Strong knowledge and/or interest for fashion/luxury industry 

• A good level in English 

• 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