Hermès Store Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Industry
- Luxury Furniture & Homewares
- Posted
- Jul 3, 2026
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.
Store Manager – John Lobb Shanghai: drive retail performance, CRM strategy, and team excellence for the iconic luxury footwear maison.
Role & Responsibilities
- Monitor store performance through daily, weekly, and monthly KPI analysis (conversion rate, ATV, UPT, traffic) and implement corrective action plans aligned with brand strategy
- Develop and execute monthly, quarterly, and annual business plans; analyze market trends and competitor activity to recommend tactical adjustments
- Ensure compliance with John Lobb brand standards across visual merchandising, pricing, promotions, and customer touchpoints
- Design and execute CRM strategy for retail and e-commerce channels: member acquisition, retention, reactivation, and lifecycle management
- Segment customer base and create targeted engagement campaigns (VIP previews, birthday programs, post-purchase follow-ups, WeChat CRM integration)
- Set and track CRM KPIs including repeat purchase rate, member active rate, dormant customer reactivation, and customer lifetime value
- Partner with cross-functional departments to execute local customer events and community-building activities
- Establish and continuously improve store SOPs covering opening/closing procedures, sales ceremony, complaint handling, and visual standards
- Design and implement structured in-store training programs on product knowledge, selling skills, and service excellence
- Manage and develop team members according to Hermès Group values; conduct performance reviews and create individual development plans
- Lead by example on the sales floor; coach team through real-time feedback, role-play, and side-by-side selling
- Foster high-accountability team culture; collaborate with Store Supervisor to define decision-making boundaries and optimize workforce planning
- Manage scheduling, attendance, and staffing to optimize store coverage
Qualifications
- 8+ years of retail management experience in luxury or premium segments
- Demonstrated expertise in CRM execution: member program management, customer segmentation, and data-driven repeat purchase strategies
- Proficiency with CRM tools and POS systems (WeChat CRM, Salesforce, or equivalent brand platforms)
- Strong commercial acumen and business planning capability
- Experience in retail training program development and SOP implementation preferred
- Fluency in Mandarin Chinese; functional English for internal communication and reporting
Skills
Experience
8+ years of retail management experience, preferably in luxury or premium branded retail environments. Demonstrated track record of CRM execution including member program management, customer segmentation, and leveraging data to drive repeat purchases and customer retention. Experience with retail training development and standard operating procedure implementation is preferred.
Education
No specific educational qualification mentioned; retail management or business diploma/degree would be beneficial but not explicitly required.
Workplace
This position is based in Shanghai, Shanghai, China.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Retail Store Manager», «Store Operations Manager», «Commercial Manager», «Boutique Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.