Floor Leader

OVERALL, MISSION

As a Floor Leader, your mission is to lead, develop, and inspire the sales team daily, ensuring an exceptional and consistent client experience that reflects Hermès’ values of excellence, craftsmanship, service, and exclusivity. You are responsible for driving the boutique’s commercial performance through close team coaching, business performance analysis, execution of commercial strategies, and operational oversight, while ensuring the highest standards of customer service, clienteling and visual merchandising.
 

MAIN DUTIES
 

People management and development

•Plan daily activities, setting objectives and assigning tasks to the team
•Observe the team on the sales floor and provide ongoing feedback and coaching alongside the Store Manager to foster their personal development
•Participate in recruitment activities in partnership with the Store Manager and in line with the HR strategy
•Provide induction for new arrivals and ensure their full integration within the team
•Identify team training needs and track course completion (e-learning + team courses)
•Follow-up on the Grooming guidelines to ensure the spirit of the house
•Evaluate the team qualitatively each trimester with the Store Manager’s approval

Sales and Customer experience

•Motivate and support the team to achieve sales goals and objectives through effective sales techniques and product knowledge.
•Foster client culture within the team, supporting them on client discovery, increasing loyalty of existing ones and sharing best practices on clienteling activities; follow-up closely the indicators and other practices (messages, follow-ups, birthdays, etc.)
•Support the store team in complex sales and managing difficult situations
•Plan morning briefs and role plays, ensuring the participation of all team members and supporting them in their preparation
•Monitor data quality in line with privacy and company guidelines. (Indicators)
•Cooperate with the Store Manager on the development of customers.
•Contribute to the business development through proposal of commercial actions leveraging experience on product knowledge, market trends, customer feedback and best practice and monitoring key business performance indicators.
•Support the Store Manager in preparing the buying based on analysis of past performance, observations, customer feedback, market trends, etc.
•Collaborate continuously with CRM leader for further updates on tools, guidelines, and strategies
•Enhance special services and customers request at store to guarantee a bespoke attention.
•Collaborate with Store Manager in creating client lists or proposals for different store animations or events.
•If applies: Collaborate with Palacio de Hierro to ensure smooth operation and communication (Personal Shopper, Luxury management, Finance department, etc.)

Operations and Visual Merchandising

•Organize and ensure proper floor coverage and supervision in collaboration with store operations team (schedule)
•Supervise processes during opening and closing hours.
•Collaborate with Store Operations Team and Store Manager to improve end-to-end processes in store; monitoring compliances.
•Work closely with the in-store Visual Merchandising Ambassador to ensure that store standards are being followed to enhance customer experience.

PROFILE

Bachelor’s degree in business administration, Marketing, Business Management, Hospitality, or a related field.
Master’s degree is a plus.
Advanced English proficiency, both written and spoken.
At least 3 years working in retail, fashion retail, hospitality, or related field.
Strong business sales sense with solid analytical skills.
Ability to lead and drive performance and customer service.
Good customer relationship management skills.
Must be a good team player, pleasant, service oriented and self-motivated.
Strong leadership, interpersonal and communication skills.
Hands-on computer knowledge of MS office.
Passion for retail luxury, fashion market knowledge and understanding.