Team Leader

Role and Responsibilities:

Sales Development:

Be the client's first impression of Hermès image & convey warmth, courtesy, elegance and simplicity always

Engage with the client with sincerity and make the client feel comfortable by creating a bond through conversation

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

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

To present the relevant product features and benefits, based on the client needs identified during the conversation. Always take the time to share the stories behind each product

Call on current & potential customers to establish & maintain client relationship and to inform about new products & services

Identify & handle client enquiries and concerns

Analyze sales data and provide constructive suggestions for improvement

Execute in-store incentive programs to drive sales objectives, evaluate results and effectiveness

Customer Relationship Management:

Call on current & potential clients to establish & maintain client relationship and to inform about new products & services

Invite the customer to share his/her details to continue to establish & maintain client relationship and to inform about new products & services

Merchandising:

Ensure the visual merchandise corresponds to the product's sales plan

Suggest visual presentation for improving the sales and transmit the spirt of the collections

Maintain store display and environment in line with group guideline

Stock and Process Control:

Ensure the group procedures are respected and take necessary actions to avoid discrepancy or stock loss

Work with operation team on regular stock take and be able to explain discrepancies or irregularities

Identify best-selling, achieve sell through targets and to propose concrete action plan

Store Operations:

Be present in sales floor as shift leader to oversee store operation, assist team whenever required

Ensure store procedures are properly followed and smoothly operated

Handle all customer complaints and difficult situations

Conduct briefing session and act as Key Holders and a contact person in case of emergency

Propose recommendations to streamline and enhance operational process; eliminate administrative work and reports to achieve store optimal efficiency

Team Management:

Daily supervision of staff and motivate and coach team member to achieve sales and non-sales objectives

Demonstrates and active management presence on the sales floor modeling exceptional service and ensuring all team members embody the Hermès spirit.

Identifying sales opportunities by weekly review of business by profession, tracking delivery and special orders.

Apply these sales opportunities in tandem with each sales specialist personal goals to evaluate contribution to total boutique.

Contributing to and/or conducting monthly touch-base meetings and annual performance evaluations in tandem with the Managing Director.

Communicates CRM standards, follows up daily for associate compliance and to maximize quality of client capture rate and detailed information according to Hermès standards.

Ensures policy and procedure is clearly communicated to team and all are actively compliant

Monitor scheduling needs for the staff. Keep and accurate record of vacation, time and attendance in tandem with HR

Organizes seasonal trainings including key profession points, share internal updates, and ensure sales team are integrating into client conversations at point of sale

Organize the team to brief other team members after their training session to make sure that all teams share the knowledge

Assists in maintaining database of candidates for store and in recruiting and interviewing to fill open positions

Making critical client decisions and runs business during the Managing Director's visits to Preview/Podium