Store Operations Manager

3 weeks ago


Hong Kong, Central and Western District, Hong Kong SAR China Hermès Full time

Store Leadership

As a key member of the Hermès team, you will be responsible for ensuring the smooth operation of our boutique in the absence of the Boutique Manager. This includes ensuring that all company procedures and systems are clearly understood and followed.

Team Management

  • Manage your team by setting objectives, assessing performance, and providing ongoing feedback.
  • Motivate your team to deliver exceptional customer service and achieve sales targets.
  • Coordinate team activities, including training and development programs, to enhance customer service and product knowledge.
  • Handle disciplinary matters and escalate as needed to the Boutique Manager or HR.

Sales Performance and Floor Management

  • Monitor and manage sales floor operations, ensuring that resources are allocated efficiently to meet customer demand.
  • Drive sales performance by assisting teams in the selling process and front-office operations.
  • Encourage teams to develop cross-selling skills and act as a role model for sales excellence.
  • Follow up on store performance, including sales, stock levels, and shrinkage, and contribute to defining and implementing action plans with the Boutique Manager and Retail Director.

Customer Service and CRM

  • Ensure a high standard of customer service within the store, greeting clients in accordance with Hermès standards.
  • Maintain a client portfolio and identify opportunities for client development.
  • Handle customer complaints and provide strong support to the team in case of conflicts.
  • Oversee CRM activities and support teams in clienteling actions.


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