Department Manager - Fragrance and Beauty

Hermès; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A luxury retail brand in London seeks a Fragrance and Beauty Department Manager for their new Maison. You will oversee the team, ensure exceptional client service, and manage sales development. Applicants should have experience in high-end retail, strong product knowledge, and team management skills. Join us in creating a unique shopping experience in a dynamic environment.

Qualifications

• Proven experience within the Fragrance & Beauty sector with deep knowledge of luxury products.
• Experience in a supervisory or management role in a high-end retail environment.
• Ability to mentor and conduct performance evaluations.
• Strong knowledge of store operations including financial compliance.

Responsibilities

• Lead the team and ensure a warm atmosphere for customers.
• Support the team in developing new client relations.
• Achieve sales targets and guide team members.
• Manage/store operations and security activities.

Skills

Team management

Client relationship management

Sales development

Strong product knowledge

Exceptional communication skills

Tools

Retail systems

Microsoft Office Suite

Job description

Job Description

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Role - Fragrance and Beauty Department Manager for the brand-new Maison store at 166 New Bond Street, London.

Introducing our London Maison

Be part of something iconic. Hermès GB is opening a brand-new Maison store at 166 New Bond Street, London, a true statement of Hermès. This flagship location represents everything we stand for; it is a bold step forward, an iconic space that will set new standards in experience, innovation, and excellence.

In the words of Pierre-Alexis Dumas, Artistic Director - Creation & image, describing what makes a Maison: "A store we call a Maison Hermès is a store that is on such a scale, in its architecture and surface area, that it perfectly embodies the spirit of the Hermès home, as it originally was. So, a Maison Hermès is an embassy, it’s a whole World, within which you can discover the culture of Hermès, beyond its products. It is much more than a store."

We are looking for a team of individuals who will collectively craft a culture that emulates all that is unique to Hermès, to London and to the Maison. You will contribute by bringing ambition, kindness, tenacity and a strong team spirit. You will be open-minded, forward thinking, service- and people-oriented, showing humility and respect for others.

Role Mission

This role, as part of our new 166 Maison, will support the overall Fragrance & Beauty team. It requires strong product knowledge and ensures efficient and effective sales functionality for the department, respecting the Maison operating guidelines and client standards. You will work closely to support the wider team and other Department Managers across the Maison.

Key Responsibilities

Team Management

• Leading by example, prioritise the shop floor and ensure a warm atmosphere in which to welcome our customers.
• Provide direction, feedback and support to the team, enabling service standards of the highest quality.
• Undertake and monitor the progress of new staff members in the store ensuring they receive an excellent induction. Support temporary staff to maintain service levels.
• Ensure the team are suitably trained (in-store procedures, product knowledge, handling and presentation techniques).
• Work with the Store and Resource Planning Manager to ensure appropriate cover on the shop floor (including holidays and peak periods).

Client Relationship Management

• Support the business in developing new client relations.
• Collaborate with the Client Relationship and SSS teams to understand the client database, maintain accurate information and follow up on duplicates.
• Support the team in delivering exceptional service to all clients.
• Provide direction to the team to ensure clients are looked after and encouraged to return.
• Liaise with the local Press department when coordinating Hermès events.
• Liaise with the Client Experience team on CRM developments and initiatives.
• Manage/limit customer complaints in a timely and proactive manner.

Sales Development

• Achieve targets in accordance with set objectives.
• Encourage and support team members in achieving their objectives.
• Provide guidance on all sales tools and act as a reference for their usage (HPad, reservations, customer orders, pre-selling, Click in Store, My Folio, etc.).
• Manage the flow of merchandise to the shop floor, working closely with the Stock team.
• Maintain knowledge of stock availability and ensure proper storage and handling; report stock issues to Management.
• Understand reporting and use it to build action plans to improve the business.
• Deputise for the team if required and undertake projects/responsibilities.
• Produce, check and publish reports on store performance as scheduled or requested.
• Ensure Hermès standards are respected in the store and VM guidelines are followed within the Fragrance and Beauty Metier.

Store Operations

• Take on keyholding duties and be responsible for opening and closing the store where necessary.
• Be responsible for all aspects of financial compliance, including banking and cashing up daily and till reconciliation.
• Work with Store Directors to ensure the store and team present Hermès standards and that the shop floor is safe and unobstructed.
• Undertake security activities to protect stock and property.
• Support the Stock Team during stocktakes and cycle counts.
• Collaborate with the Store Manager and back office team to alleviate administrative duties for the sales team, allowing focus on clients.

* Job responsibilities and functions are not limited to the above. We as Hermès employees must always ensure that all functions of our position are represented with the highest level of professionalism.

About you

• Proven experience within the Fragrance & Beauty sector, with deep knowledge of luxury perfume, skincare, and beauty categories.
• Experience in a supervisory or management role within a high-end retail environment.
• Team management experience with ability to mentor, conduct 1:1s, development conversations and provide regular constructive feedback.
• Strong knowledge of store operations including opening/closing, financial compliance and security and safety activities within the Maison.
• To influence and provide direction on selling ceremony best practice.
• Ability to take initiative in a dynamic and fast-paced store.
• Highly organised, adaptable and reliable.
• Strong CRM focus to keep the client database up to date.
• Exceptional communication and leadership skills to inspire, coach and lead a team.
• Solid IT skills across retail systems, Microsoft Office Suite, and digital sales tools.
• Good team player with the ability to work autonomously.
• Professional with the ability to work efficiently and accurately under pressure.

TEAM - Structured, positive attitude and mindset. We value team wellbeing, ensuring Hermès is a place for personable growth and recognition. Warm, friendly and welcoming to all. We are tenacious and open-minded, striving and setting up for success.

GROWTH MINDSET - Our colleagues are ambitious, client-orientated and commercially aware.

CLIENT EXPERIENCE - New services, new experiences and new ways of working. Bespoke for few & bespoke for all mindset. Raising the standards in service, beyond our clients' expectations.

OPERATING STANDARDS - An operationally complex store, ensuring best practice, working within constraints whilst pushing boundaries to ensure we operate efficiently at this scale.

ANIMATION & SURPRISE - Small or large, a mix of commercial and non-commercial moments. We think local and go beyond expectations.

ENVIRONMENT - An environment to celebrate outstanding windows, 300 artworks, depth of history, architecture, and a product offering unlike any other in London or the group.

#LI-AL3

About Us

"Créateur, artisan et marchand d'objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d'entreprendre continu et une exigence constante, Hermès cultive la liberté et l'autonomie de chacun grâce à un management responsable. L'entreprise perpétue la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matières d'exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde."

About the Team

Hermès GB Limited is one of the subsidiaries of Hermès International, with over 250 employees in the UK and stores in multiple cities. Hermès focuses on close relationships, humility, and team success, with a culture of learning and sharing to continually push the boundaries of excellence. This is an exciting opportunity to be part of a close team within a dynamic organisation.