Responsibilities
People Development & Team Management
- Participate in the recruitment, selection, and onboarding of new team members
- Provide daily supervision, coaching, and support to the sales team.
- Organize and lead daily morning briefings and team communication sessions.
- Drive team engagement and support the achievement of individual and store sales objectives.
- Assess team performance and identify high-potential talent.
- Create and implement individual development plans and performance improvement plans when required.
- Conduct monthly touch-base meetings and annual performance evaluations.
- Lead the sales team within assigned métiers and support overall boutique leadership in the absence of other Floor Managers.
- Foster a culture of collaboration, accountability, integrity, and mutual respect.
- Recognize individual and team achievements and celebrate success.
- Promote continuous learning through product knowledge and service excellence training.
Sales & Client Experience
- Maintain a strong and visible leadership presence on the sales floor through Manager on Duty (MOD) coverage.
- Ensure exceptional client experience and embody the Hermès service philosophy.
- Coach teams on clientelling, relationship building, and luxury selling techniques.
- Identify commercial opportunities through weekly business reviews by métier.
- Monitor deliveries, special orders, and key business drivers.
- Take ownership of achieving annual sales objectives for assigned product categories.
Monitor CRM performance and ensure quality client capture and engagement. - Build and maintain relationships with top clients and support strategic client initiatives.
- Make key business decisions and oversee store operations during Store Director visits and travel periods.
- Drive cross-selling and maximize opportunities across product categories.
Operations & Compliance
- Ensure all company policies, procedures, and operational standards are consistently implemented and followed.
- Complete Daily Sales Reports accurately and provide qualitative business insights.
- Anticipate staffing requirements and manage scheduling effectively.
- Monitor attendance, vacation planning, and workforce management in partnership with HR and Sales & Service Support teams.
- Support stock management, inventory controls, and operational processes.
- Maintain a safe, compliant, and highly organized boutique environment.
- Ensure accurate execution of audits, stock takes, and operational controls.
Product & Business Management
- Manage assigned métiers/product categories across sales performance, inventory, training, and visual merchandising.
- Analyze sales trends and market opportunities to provide buying recommendations.
- Partner with Visual Merchandising teams to optimize product presentation and support commercial priorities.
- Monitor stock levels, sell-through, replenishment needs, and stock rotation.
- Ensure team members maintain strong product knowledge and effectively communicate Hermès craftsmanship and heritage.
- Identify business opportunities and develop action plans to improve category performance
Measures of success
- Achievement of sales and profitability targets for assigned métiers/product categories.
- Delivery of exceptional client experience, resulting in strong client loyalty and CRM performance.
- Development and engagement of a high-performing team through effective coaching, feedback, and talent management.
- Maintenance of operational excellence, including compliance with company policies, scheduling, reporting, and stock management.
- Effective management of inventory, sell-through, and product availability to support business objectives.
- Demonstration of leadership, integrity, and accountability while fostering a positive and collaborative team culture.
EXPERIENCE
- Minimum 5+ years of experience in luxury retail, premium fashion, hospitality, or a client-focused environment.
- Previous management or leadership experience with responsibility for people development.
- Proven track record of achieving and exceeding sales targets.
- Strong experience in clienteling and relationship management.
- Experience conducting performance reviews, coaching, and talent development.
- Sound understanding of retail operations, inventory management, and visual merchandising.
- Strong analytical skills with the ability to interpret business performance indicators.
- Excellent communication and stakeholder management skills.
- Deep appreciation for luxury service standards and client experience.
