Boutique Operations Manager

2 settimane fa

Milano, Lombardia, Italia Hermès A tempo pieno

GENERAL OVERVIEW

The Boutique Operations Manager collaborates closely with the Store Manager to effectively oversee all activities within the boutique, guiding and nurturing the development of their team while prioritizing business performance and customer satisfaction with utmost integrity, and actively reflecting the culture and values of Hermès.

KEY RESPONSIBILITIES

Team Leadership and Development

Organize daily operations, establishing objectives and delegating tasks to team members; Monitor team performance on the sales floor, providing continuous feedback and mentorship to facilitate personal growth; Engage in recruitment processes alongside the leadership team, aligning with HR strategies; Conduct onboarding for new team members, ensuring their seamless integration into the team; Set personal development goals for team members, defining expectations and coaching them on areas for improvement; Carry out Annual Performance Reviews with team members to aid their development and discuss career aspirations; Recommend development plans to store management and HR; Identify training requirements and communicate them to store management and the training department.

Sales Performance and Customer Engagement

Propel the achievement of sales targets through effective team management, particularly within their departments; Formulate business strategies and action plans to stimulate departmental growth; Cultivate a client-centric culture within the team, assisting them in client engagement, enhancing loyalty among existing clients, and sharing best practices in client relations; Aid the store team in navigating complex sales situations and addressing customer complaints; Organize morning briefings, ensuring all team members are engaged and prepared; Mentor team members to enhance data accuracy and client accessibility, ensuring compliance with privacy and company standards. Contribute to business growth by proposing commercial initiatives based on product knowledge, market insights, customer feedback, and best practices, while monitoring key performance indicators; Develop action plans to achieve targets based on performance analysis; Oversee purchasing for their departments, presenting a strategy to management based on historical performance, observations, client feedback, and market trends.

Operational Excellence

Assist store management in organizing operations, ensuring adequate floor coverage and supervision; Collaborate with the operations team and store management to enhance end-to-end processes; Promote ongoing collaboration between management and visual merchandising, offering suggestions to improve the in-store experience.

CANDIDATE PROFILE

Bachelor's degree, ideally in hospitality or fashion management; Proficiency in Italian and English; knowledge of a third language is a plus; Professional experience: a solid background in management, preferably within international and luxury fashion retail; Competent in Excel and IT tools; Exemplary in adherence to procedures, presence on the sales floor, and overall demeanor; Charismatic and influential presence on the sales floor and with various stakeholders; Strong analytical skills with a keen interest in strategic planning; Exceptional leadership qualities with the ability to inspire and motivate a team; Professionalism, enthusiasm, dynamism, and a collaborative spirit complete the profile.

Hermès seeks passionate individuals who embody the following attributes:

Outstanding interpersonal and communication skills, with a focus on customer service; Team-oriented mindset to foster meaningful relationships while also being able to work independently; Availability, adaptability, and energy to thrive in a fast-paced environment; A commitment to a people-centric retail vision, requiring a dedication to human values, passion, and a strong aesthetic sensibility.

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