Area Manager

TITLE: Area Manager

REPORTS TO: Retail Director

GENERAL ROLE

The role is to support store team to achieve the company objective, such as budget accomplishment, customer development, company regulation compliance, excellent customer service, proper level of inventory management, and organization development.

MAJOR RESPONSIBILITIES

Sales development and management

• Work closely with Store Managers to achieve sales targets and ensure customer growth for the area responsible
• Maintain close contact and assists sales management with top-tier customers
• Ensure the area’s product mix is healthy and balanced
• Monitor and advise if the sales incentive is working properly enough to motivate store staff
• Ensure consistency across all boutiques regarding sales strategy, customer service, product delivery, and all topics linked to Hermes business activity and image
• Work closely with the Communication department for in-store events or communication activities to ensure that brand/event objectives are clearly understood and executed
• Prepare meaningful reports describing the business of the area responsible

Manage Operational Effectiveness

• Lead activities associated with new store launches and renovations
• Together with the Merchandising Department, closely monitor the sell-through results and develop action plans or product transfers as required
• Act as the liaison between stores and Corporate functions such as Retail Operations, Call Center, SAV, Merchandising, Communication, Store Maintenance and HR for store-related issues or projects.
• Ensure all operational procedures are implemented including sales, discounts, transfer, and stock adjustment
• Ensure store environment is in line with company’s standard of daily operation
• Implement and oversee Hermes retail protocols such as Store Notebook, KB management

Team Management and Development

• Headcount control within budget for store team
• Assess structure, and staffing arrangement to match with traffic/sales trend and improve productivity.
• Conduct store candidate interviews to recruit the right profiles for the store team
• Lead and motivate each sales team to grow their overall capability and competency
• Provide leadership, guidance, and management to store staff
• Conduct periodic meetings with Store Managers to communicate and share on the progress of the business.
• Develop the capability of the store management team by the requirements of the organization
• Potential successor development

Customer Service Management

• Conduct regular store and competitor visits to be familiar with client, market, competitor, and corporate SOP
• Reinforce the standards and guide the region to improve service quality
• Supervise the resolution of all client problems and complaints quickly and effectively

Customer Relation Management

• Supervise store’s CRM in line with company direction and guidelines
• Support store management team to find the potential area by having regular basis meetings and analysis.
• Propose retail activity and support implementation to optimize the result

REQUIREMENTS & CAPABILITIES

• More than 8 years of professional experience in the luxury retail industry including store management role for at least 4 years
• Cross-functional working skills (across the multiple levels of management and ability to work with diverse cultures)
• Good communication skills
• Strong leadership
• Drive for results
• Flexible for the mobility
• Excellent problem-solving, interpersonal communication, and project management skills
• Ability to fluctuate between hands-on store sales, people management, and strategic vision
• Good understanding of the competitor market in the dedicated region
• Fluent in English
• Good command MS office skill