Assistant Store Manager

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