Floor Manager - Hermès İstanbul

Hermès; Fatih; On-site; TRY 350,000 - 490,000; Full time

Job summary

Hermès in Istanbul, Turkey is seeking a Store Leader to drive excellence on the shop floor and lead a high-performing team. You will oversee customer service standards, CRM initiatives and staff training, while coordinating with management to ensure peak coverage during busy periods.

The role requires strong leadership, CRM focus and an ability to manage stock and store operations with impeccable presentation. You will report to the Store Manager and uphold Hermès standards.

Qualifications

• Experience leading a team in a fast-paced store environment.
• Strong CRM focus and customer relations management.
• Excellent communication and managerial skills.

Responsibilities

• Lead and develop the store team on the shop floor.
• Provide direction, feedback and support to deliver high service standards.
• Induct new staff and supervise temporary staff for smooth operations.
• Train staff on in-store procedures, product knowledge and presentation.
• Coordinate coverage with Store Manager during holidays and peak periods.
• Develop client relations and maintain accurate CRM data with duplicates management.
• Drive sales targets and provide guidance on sales tools and processes.
• Oversee stock flow, merchandising and stock accuracy.
• Deputise for the Store Manager when absent and participate in store projects.

Skills

Second in command

Organised

CRM focus

Communication

Management

IT skills

Team player

Professional under pressure

Job description

Key Responsibilities

• Managing the Team
• Leading by example, give priority to the shop floor and ensure a warm atmosphere in which to welcome our customers.
• Provide direction, feedback and support to the team, allowing them to provide service standards of the highest quality.
• Undertake and monitor the progress of new staff members in the store ensuring that they receive a proper induction to the business. Likewise, any temporary staff should be supported when in store, so that they can provide the service levels in which our customers deserve.
• Ensure that the team is properly trained (particularly on in-store procedures, product knowledge, product handling and presentation techniques).
• Working together with the Store Manager insist that appropriate cover is always available on the shop floor (including holiday and peak trade periods)
• Customer Relations Management
• To support the business in developing new client relations.
• Working with the Store Manager to have a good understanding of the client database in the store, maintaining accurate client information and follow up on duplicates
• Support the team in delivering exceptional service to all our clients
• Provide direction to the team ensuring clients are looked after and encouraged to return.
• Liaising with the Press department when coordinating and assisting with Hermès events
• Liaising with the Client Experience Manager on all CRM developments and initiatives
• Manage/limit customer complaints in a timely and proactive manner.
• Sales Development
• Achieve targets in accordance with set objectives
• Show encouragement and support to the team members in the achievement of their objectives.
• Provide guidance and support 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 a constant knowledge of what stock is available in the store that it is properly stored and handled and bring stock issues to the attention of the Store Manager.
• Gain a good knowledge of the reporting available and know how to best use them to build action plans to improve the business.
• To deputise for the Manager in his/her absence.
• To undertake projects and responsibilities at the direction of the Manager.
• Produce, check and publish reports on the store and its performance according to set schedules or as requested.
• Ensure that Hermès standards are respected in the store and that VM guidelines are adhered.
• Store Operations
• Take on keyholding duties and be responsible for opening and closing of the store, where necessary.
• Be responsible for all areas of financial compliance, including banking and cashing up daily and reconciliation of the tills.
• Work with the Manager to ensure that the store and team are presented to Hermès standards and that the shop floor is free from obstruction or actual, or potential, hazards at all times.
• Undertake security activities within the company’s guidelines and to ensure, as far as practicable, that stock or other property is not put at unnecessary risk.
• Support the Store Manager and Stock Team during stock takes and periodical cycle counts
• Working with the Store Manager and back office team alleviate the administrative duties for the sales team, to focus their attention purely on clients or client associated matters (Smart Ops)

Competencies

• Ability to perform as second in command in a pacey store environment
• Organised, flexible and reliable
• Strong CRM focus
• Excellent communication skills
• Excellent management skills
• Good IT Skills: Sales System, Microsoft Office, Windows etc
• Good team player with capacity to work autonomously
• Professional with ability to work efficiently and accurately under pressure