Hermès Retail Manager

About Hermès

This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.

Role & Responsibilities

• Partner with the Boutique Manager to achieve sales and profitability targets and contribute to the boutique’s success.
• Manage store operations, including till handling, expenses and inventory shortages, ensuring accuracy and compliance with procedures.
• Communicate effectively with the team, monitor staff morale and development needs, and foster a positive work environment.
• Maintain consistently high customer-service standards throughout the store.
• Respond promptly and appropriately to customer enquiries and resolve issues.
• Gather and share customer feedback on products with the Boutique Manager and management team to support informed decisions and continuous improvement.
• Assume the Boutique Manager’s duties and responsibilities in their absence to ensure seamless operations.
• Manage the universe budget to achieve annual and monthly Group targets in accordance with Group Commercial Policy and the Hermès brand image.
• Implement the strategic plan to meet Group objectives for product mix.
• Work with the Business Manager to prepare for Podium buying and create an appealing Hermès boutique.
• Maximize sales performance by maintaining optimal stock availability and proactively managing reorders.
• Manage sell-through rates, post-podium follow-up, pre-analysis and report analysis, coordinating with the Men’s and Women’s departments.
• Review and refine processes weekly, monthly or as needed to improve operational efficiency and effectiveness.
• Oversee floor and shift management, coordinating smooth store operations and teamwork.
• Review monthly mini stocktake results and participate in the annual stocktake.
• Take action to prevent stock discrepancies and promptly address any that arise.
• Validate the Chic Boutique Questionnaire to ensure compliance with Group procedures and standards.
• Report procedural irregularities or deviations and ensure appropriate corrective action.
• Maintain store displays and environment in line with Group guidelines and the desired brand image, creating an immersive customer experience.
• Identify store maintenance or renovation needs, alert the team and take appropriate action.
• Foster team spirit, discipline, mutual respect and dedication among boutique staff.
• Work under the Boutique Manager’s supervision to ensure regular, appropriate team training in customer service, product knowledge and selling skills.
• Oversee compliance with company policies and procedures on employee leave.
• Maintain service standards in line with Group requirements across boutique customer interactions.
• Provide support in conflicts or challenging situations to resolve issues and maintain a harmonious, customer-focused environment.
• Inform the Boutique Manager and management team of potential complaints or customer concerns for timely resolution and continuous improvement.
• Participate in CRM activities and engage customers to build relationships, foster loyalty and improve satisfaction.
• Support communication activities, including internal newsletters, promotional campaigns and customer outreach.
• Represent the boutique and Hermès as an ambassador and role model, exemplifying the brand’s values and standards.

Qualifications

• Tertiary education.
• At least 6 years of relevant management experience in luxury retail or a similar capacity; the ATS also lists a minimum of 10 years of experience.
• Strong business acumen and analytical skills for effective decision-making and strategic planning.
• Ability to lead and inspire teams, drive performance and deliver exceptional customer service.
• Good customer relationship management skills.
• Collaborative, pleasant, service-oriented and self-motivated.
• Strong leadership, interpersonal and communication skills.
• Computer proficiency, including MS Office and very good knowledge of Excel.
• Good written and spoken English and Chinese (Mandarin and Cantonese); French is an advantage.

Skills

Experience

At least 6 years of relevant management experience in luxury retail or a similar capacity; the ATS also lists a minimum of 10 years of experience.

Education

Tertiary education

Culture

The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.