Mobile Brand Service Expert London

2 weeks ago

London, United Kingdom HERMES Full time

Working in collaboration with the Head of Retail, and collaborating with the Head of Education, they will also assist in the delivery of the Hermès training objectives to the retail team within their region, as well as hosting pre-agreed Digital, and in-person Training session to retail partners and regular brand training to agency partners.

She/He will act as Brand Ambassador for Hermès Parfums and Beauty through frequent store visits, and will demonstrate a natural ability to inspire and engage our teams and retailers alike, and ensure consistent and effective communication of brand values both internally and externally.

Upholding brand standards, they are a standard bearer for HPGB Service, Operational Excellence and Retail Excellence.

Relations/Dimensions/Management:

1: Relations: Internal: HPGB Head Office, National Training Manager and in store teams including Team at Headquarters in France. External: Department Store Managers and Marketing/Events Teams.

2: Dimension: Sales Turnover dimension : Harrods Knightsbridge Flagship Counter. Geographical Area: London & South UK with potential wider travel within Midlands, North of UK & Ireland to support the retail teams as required.

3: Management: There are no direct reports, this position oversees the implementation of retail plans via agency staff during KCPs and engagement of retail partners.

Main Responsibilities:

  • Exceptional personal and team service levels, reflecting the company guidelines and a bespoke approach. Pro-active to feedback from the service excellence programme, acknowledging team success, addressing challenges and creating a clear plan of action to improve results.
  • Prepare, implement, and monitor quarterly business plans in line with retail targets, marketing calendars and launches, including specific targets and activations for key launches.
  • Operational processes, housekeeping and visual merchandising standards to be best in class, reflecting their importance as part of the customer experience.
  • Ensure delivery of retail sales targets and KPIs, coaching and ensuring strong sales delivery through the agency team. Providing consistent informal and formal feedback through daily conversations, team briefs, monthly catch ups and within internal HPPGB meetings. Delivering strong productivity by headcount, team job satisfaction and tangible growth.
  • Effective, collaborative management of staff from partner agencies and monitoring of instore sales performance. Identify top performers and maintain strong relationships, ensuring a strong talent pool to support key trading periods.
  • Respect business budgets for staffing, overtime, POSM supplies, expenses and other expenditure linked to your stores, ensuring accurate records and management, and review alongside your Manager.
  • Work with your Manager to create a hyper-local activity calendar in line with the company and store guidelines, maximizing sales opportunities and the potential to recruit new customers to the brand.
  • Provide detailed commercial reporting, providing insights to consumer feedback, shopping patterns, trends, an awareness of competitor trading, team successes and KPIs, new launch activations.
Team Development, Management & Training:

  • Ensure store management and store employed Beauty Advisers are fully aware of the Marketing Plan, and are adequately trained on new launches/events as well as the basic assortment offer.
  • Build a network of potential Beauty Advisors whilst out on the field. Recognizing and scouting future talent throughout the region.
  • Coach the partner retail teams to deliver excellent customer service, leading by example as a Hermès Ambassador, across non-consultant doors.
  • Motivate and empower the team to exceed retail whilst monitoring productivity (KPIs).
  • Prepare for and present at regular 121 review meetings with your manager or when hosting Partner Retail Meetings.
  • Ensure all points of sale adhere to the Hermès standards, merchandising and brand image standards.
  • Actively support and participate in the delivery of BA Seminars held bi-annually.
  • Work with the Head of Retail and collaborate with the Head of Education, to define a schedule of educational; support, providing pre-agreed training sessions for retail partners and agency partners.
Support Brand Training Seminars with set up/close down, and co-hosting sessions as planned.

Profile:

This is a store based role requiring occasional travel across the region, including regular visits to the London Head Office.

Education and Experience:

  • Degree or industry related qualification advantageous
  • 3-5 years' retail management experience ideally within the luxury space
  • Good understanding of retail principles and practice
  • Genuine affinity with the luxury goods industry
Key Leadership/Management Competencies:

  • Results and KPI driven
  • Effective communication skills across a range of stakeholders
  • Ability to set targets for teams and regularly review performance
  • Proven negotiation and influencing skills to recruit people and secure space in store for activity as required
  • Highly organised with a proactive and flexible approach
Technical Skills:

  • Analytical skills with a keen attention to detail
  • Solid IT skills, including MS Office, particularly Excel and PowerPoint
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