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Hermes

Sales & Service Metier Specialist

Permanent

This historical Parisian Fashion House is looking for a Sales and Metier Specialist to become part of their Harrods Ready To Wear Team. Hermès was founded by Thierry Hermès in Paris in 1837, as a house of master harness making. Later they launched a line of fine leather goods and luggage with ‘saddle stitching’. The Hermès style was born. Today, Hermès is active in 16 different sectors including: Leather Goods, Men’s and Women’s Silks, Men’s and Women’s Ready-to-Wear,Perfumes, Watches,Diaries, Hats, Footwear,Gloves and Belts,Enamel,Art of Living, Tableware and Jewellery. International in scope, Hermès has continued to grow while remaining a family firm with a uniquely creative spirit that blends precision manufacturing with traditional craftsmanship.

Level

Coordinator / Executive

The Sales and Metier Specialist must excel in customer service to all clients. Understand the strategy for your associated product category. Be a true  ambassador of the house and a role model in the store. Support and guide Sales Assistant and Sales and Service  Ambassadors in store with complex sales. Hold an established, loyal client base which is continuously  developed. Demonstrate the core values, culture and show appreciation of the house. 

 Key responsibilities

1. Sales & Service 

• Contribution to turnover of store through active selling.

• Demonstrate warmth and patience in all dealings with our customers, always displaying a ‘can-do’  attitude.  

• Develop your knowledge of the after sales support processes. 

• Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge and be  confident in selling all metiers. 

• Be aware of commercial objectives, particularly around your metier on a larger scale. 

• Provide qualitative feedback on the product and service to the store management and merchandising  teams.

• Deliver an outstanding service to clients.  

2. Client 

• Ensure strong and professional customer communication during selling ceremony and in after sales. 

 • Consistently accurate CRM capture and recording of client data.

 • Hold an exemplary solid, active and local client base.  

• Alongside the management, look after client special orders and ensure thorough communication with  client and colleagues throughout the process.  

3. Metier Focus 

• Provide expert advice & knowledge on your metier to your clients and colleagues. 

• Consistent communication with key stakeholders in head office, in relation to your metier.

 • Establish and keep up VM related standards. 

• Maintain and develop a thorough mix of own metier.  

• Support in ‘KB’ Management whilst also supporting the entire store objectives by metier. 

 4. Support 

• Support with buying on adhoc basis. 

• Start building communication with key people external to the store 

• Support new comers and become a ‘Go to person’ in the store.  

• Exceed in your additional responsibilities for your metier. 

• Participate in the morning brief.  

• Take full responsibility of cycle count results within your metier and come up with solutions to enhance  and improve.  

5. Commercial Acumen 

• Gauge the trends amongst competitors for your metier.  

• Support VM team and store management in making commercial decisions related to in store VM.  

• Work in line with store and company commercial objectives 6. Standards

• Active participation in various store communications.  

• Demonstrate excellent communication skills – both verbal or written. 

• Maintain store standards and become familiar with daily procedures.

• Ensure merchandise is handled with care and consideration. 

• Adherence and upholding of House procedures 

• Maintain and uphold VM standards

• Be fully aware of stock levels within your metier and ensure timely replenishment and organisation. 

6. Standards

• Active participation in various store communications. 

• Demonstrate excellent communication skills – both verbal or written.  

• Maintain store standards and become familiar with daily procedures. 

• Ensure merchandise is handled with care and consideration.

• Adherence and upholding of House procedures

• Maintain and uphold VM standards

• Be fully aware of stock levels within your metier and ensure timely replenishment and organisation. 

7. Training 

• Successfully participate in and complete any training provided. 

• Provide metier and product updates in daily briefs

• Support in in-house training (i.e.) H Immersion 


 KPI’s - 

 Service

• Meet ACE index score >80%

• Support in the conversion rate for the store 

Measurable Targets

• Sales 

• Units sold 

• Average transaction 

• Cross selling 

• UPT

• Hpad usage

• Client creation 

• Pre selling 

• Reservation 

Client Development 

• Support the repurchase rate for the store 

• Demonstrate proactivity in client development (own client list).  


Competencies 

• Demonstrate good team spirit in the workplace and act as a team player.

• Show warmth, empathy, and confidence in decisions making, especially with objections 

• Stays calm and under pressure whilst also being adaptable and versatile 

• Act as a true ambassador of the House 

• Hold a high level of personal standards and take initiative where  necessary 

• Have an ability to challenge and constructively question the norm  

• Show resilience and composure 

• Show dependability (e.g.) in stock takes, VM changes etc.  

• Problem solving capabilities

  •  Inspire and motivate through attitude and actions 

• Lead by example in demonstrating exceptional service standards – actively showing warmth, generosity  and simplicity in client interactions to contribute to sales and service in store 

• Entrepreneurial skills 

• Influential skills 


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

Level

Coordinator / Executive

This historical Parisian Fashion House is looking for a Sales and Metier Specialist to become part of their Harrods Ready To Wear Team. Hermès was founded by Thierry Hermès in Paris in 1837, as a house of master harness making. Later they launched a line of fine leather goods and luggage with ‘saddle stitching’. The Hermès style was born. Today, Hermès is active in 16 different sectors including: Leather Goods, Men’s and Women’s Silks, Men’s and Women’s Ready-to-Wear,Perfumes, Watches,Diaries, Hats, Footwear,Gloves and Belts,Enamel,Art of Living, Tableware and Jewellery. International in scope, Hermès has continued to grow while remaining a family firm with a uniquely creative spirit that blends precision manufacturing with traditional craftsmanship.

The Sales and Metier Specialist must excel in customer service to all clients. Understand the strategy for your associated product category. Be a true  ambassador of the house and a role model in the store. Support and guide Sales Assistant and Sales and Service  Ambassadors in store with complex sales. Hold an established, loyal client base which is continuously  developed. Demonstrate the core values, culture and show appreciation of the house. 

 Key responsibilities

1. Sales & Service 

• Contribution to turnover of store through active selling.

• Demonstrate warmth and patience in all dealings with our customers, always displaying a ‘can-do’  attitude.  

• Develop your knowledge of the after sales support processes. 

• Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge and be  confident in selling all metiers. 

• Be aware of commercial objectives, particularly around your metier on a larger scale. 

• Provide qualitative feedback on the product and service to the store management and merchandising  teams.

• Deliver an outstanding service to clients.  

2. Client 

• Ensure strong and professional customer communication during selling ceremony and in after sales. 

 • Consistently accurate CRM capture and recording of client data.

 • Hold an exemplary solid, active and local client base.  

• Alongside the management, look after client special orders and ensure thorough communication with  client and colleagues throughout the process.  

3. Metier Focus 

• Provide expert advice & knowledge on your metier to your clients and colleagues. 

• Consistent communication with key stakeholders in head office, in relation to your metier.

 • Establish and keep up VM related standards. 

• Maintain and develop a thorough mix of own metier.  

• Support in ‘KB’ Management whilst also supporting the entire store objectives by metier. 

 4. Support 

• Support with buying on adhoc basis. 

• Start building communication with key people external to the store 

• Support new comers and become a ‘Go to person’ in the store.  

• Exceed in your additional responsibilities for your metier. 

• Participate in the morning brief.  

• Take full responsibility of cycle count results within your metier and come up with solutions to enhance  and improve.  

5. Commercial Acumen 

• Gauge the trends amongst competitors for your metier.  

• Support VM team and store management in making commercial decisions related to in store VM.  

• Work in line with store and company commercial objectives 6. Standards

• Active participation in various store communications.  

• Demonstrate excellent communication skills – both verbal or written. 

• Maintain store standards and become familiar with daily procedures.

• Ensure merchandise is handled with care and consideration. 

• Adherence and upholding of House procedures 

• Maintain and uphold VM standards

• Be fully aware of stock levels within your metier and ensure timely replenishment and organisation. 

6. Standards

• Active participation in various store communications. 

• Demonstrate excellent communication skills – both verbal or written.  

• Maintain store standards and become familiar with daily procedures. 

• Ensure merchandise is handled with care and consideration.

• Adherence and upholding of House procedures

• Maintain and uphold VM standards

• Be fully aware of stock levels within your metier and ensure timely replenishment and organisation. 

7. Training 

• Successfully participate in and complete any training provided. 

• Provide metier and product updates in daily briefs

• Support in in-house training (i.e.) H Immersion 


 KPI’s - 

 Service

• Meet ACE index score >80%

• Support in the conversion rate for the store 

Measurable Targets

• Sales 

• Units sold 

• Average transaction 

• Cross selling 

• UPT

• Hpad usage

• Client creation 

• Pre selling 

• Reservation 

Client Development 

• Support the repurchase rate for the store 

• Demonstrate proactivity in client development (own client list).  


Competencies 

• Demonstrate good team spirit in the workplace and act as a team player.

• Show warmth, empathy, and confidence in decisions making, especially with objections 

• Stays calm and under pressure whilst also being adaptable and versatile 

• Act as a true ambassador of the House 

• Hold a high level of personal standards and take initiative where  necessary 

• Have an ability to challenge and constructively question the norm  

• Show resilience and composure 

• Show dependability (e.g.) in stock takes, VM changes etc.  

• Problem solving capabilities

  •  Inspire and motivate through attitude and actions 

• Lead by example in demonstrating exceptional service standards – actively showing warmth, generosity  and simplicity in client interactions to contribute to sales and service in store 

• Entrepreneurial skills 

• Influential skills 


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

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