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Key responsibilities
1. Sales & Service
- Contribution to turnover of store through selling.
- Demonstrate warmth and patience in all dealings with our customers, always displaying a ‘can-do’ attitude.
- Begin to deal with customer requests and ensure efficient communication with the client and relevant colleagues throughout.
- Develop your knowledge of the after-sales support processes.
- Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge.
- Familiarize yourself with the ambitions for the store (sales objective, KPI’s), and ensure you positively contribute towards them.
2. Client
- Establish and maintain strong client relationships by ensuring that all clients requests and after sales service issues are followed up and communicated in a timely manner, consistent with Hermes standards and values.
- Ensure strong customer communication during selling ceremony and in after sales.
- Deliver a consistently high level of service to all our clients, acting as an ambassador of the House, to ensure high levels of client satisfaction and repeat business.
- Demonstrate active listening skills to discover more about the client and to develop loyalty and long-lasting relations.
- Accurate CRM capture and recording of client data.
3. Standards
- Active participation in store communications such as daily team briefings.
- Demonstrate excellent communication skills – both verbal and written.
- Maintain store standards and become familiar with daily procedures.
- Ensure merchandise is handled with care and consideration.
- Adherence and upholding of House procedures.
- Familiarise yourself with the visual merchandising basics – both front and back of house.
- Carry out regular stock replenishment and organisation of product.
- Become acquainted with the Watches and Jewellery metier as well as other metiers.
- Maintain a balanced shopfloor presence in the absence of your Department Manager, giving priority always to the sales floor.
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4. Communication
- Develop and maintain good and constant communication with your Department Manager and Assistant Store Manager, being supportive to the efficient running of the Department.
- You are expected to perform all necessary tasks outlined or described to you by your Department Manager in their absence, maintaining excellent standards within your metier.
- Establish and maintain strong relationships within your own store environment and within Hermes by providing a high level of customer service at all times, including prompt response to requests.
5. Training
- Successfully participate in and complete any training provided.
- Share information with colleagues and proactively convey learnings when interacting with clients.
- Participate in the morning briefs by presenting new launches, identifying key selling points and sales ceremony to strengthen the knowledge amongst your colleagues, as well as identifying slow performers to encourage sales.
- Participate in training on best practice of stock control and till procedures which affect the accuracy of sales and stock data on the stock management database.
- Contribute to the Monthly Report – identifying to your Department Manager positive and negative feedback throughout the month.
6. Merchandising
- Familiarise and apply the Hermes merchandising guidelines for your department and ensure that displays are regularly updated and changed in order to provide more interest to customers and to encourage sales.
- Work with Visual Merchandiser as and when necessary or when assigned by Department Manager to ensure key products are displayed upon arrival.
- Remain reactive to the performance of your department, ensuring stock is replenished as and when required and being proactive in taking initiatives in order to develop sales.
- Good product knowledge of all departments within your store, able to confidently cross sell from one metier to the other.
- All packaging from merchandised products on the shop floor to be stored correctly: clearly labelled and able to be accessed quickly.
- Clear understanding of after sales processes & services within the store, to best serve and advise the client.
- Be proactive in familiarising yourself with Hermes merchandise through product training, buying books, Podium catalogues and Monde d’Hermes.
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7. Stock Management
- Ensure that your stock areas, front and back of house, are kept safe, clean and tidy at all times.
- Ensure all goods are security tagged, ticketed, handled and stored with due care. During price changes, you act responsibly with ensuring this is carried out within the timeline set by the company.
- Ensure that ticketing is accurate and regularly checked (through cycle checks).
- Ensure that the stock position is accurate (through regular checks).
- Communicate all stock and quality issues with your Department Manager, and in their absence, the Assistant Store Manager.
Profile
- Expertise in Watches and Jewellery, ideally with a Luxury Retail background
- Demonstrate good team spirit in the workplace
- Acts as a team player
- Takes initiative
- Demonstrates warmth and empathy, especially with objections
- Stays calm when under pressure whilst also being adaptable and versatile
- Acts as a true ambassador of the House
- Holds a high level of personal standards
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Skills
Luxury Sales
Client Relationship Management
CRM Data Capture
Visual Merchandising
Stock Management
Product Knowledge
After-Sales Service
Active Listening
Cross-selling
Communication Skills
Teamwork
Inventory Control
Location