In Store Customer Experience Supervisor - Boutique Milano

Hermès was born in Paris in 1837 as a laboratory of harnesses and saddles for horses: since then, six generations of artisans have explored new crafts, animated by a creative impulse, combined with beautiful and processed with care material.
Today Hermès is an international group committed to innovation in a subtle harmony between past, present and future. It is a company founded on high standard values of dedication to excellence and authenticity of its objects. An independent family house that pursues its French artisan tradition: Hermès creates, sells and manufactures beautiful, useful and durable objects.
The company brings together more than 20.000 employees in 50 countries; the Italian branch is located in Milan and provides the local support and management to the 10 Stores present in the country.
Hermes Italie was born in 1987 with the first store in Milan, 21 via Sant'Andrea. Since then the branch was opened and the continuous growth lead to the current retail presence in the country: 10 stores, including 2 seasonal openings and 2 flagship stores, located in Milan and Rome.

As Hermès role models for the colleagues in Store, In Store Customer Experience Supervisor support the In Store Customer Experience Manager in developing and delivering the most memorable journey for clients, embodying the Brand values and leading their team to provide heartfelt and bespoke attention to customers.
MAIN RESPONSABILITIES
 
Hermès Ambassador and Role Model 

• Act as Hermès Role Model for the team, embodying values and culture, showing highest integrity and ethical behaviour, proactively promoting the same attitude and passion within the team;
• Express brand image through an accurate grooming and proper standing in line with corporate guidelines and ensure the team follows Hermès standards giving regular feedbacks;
• Actively contribute to make Hermès values come alive in all activities, encouraging their team to work with enthusiasm and liveliness, making the store a place of surprise and emotions for customers. 

 
Customer Excellence
In Store Customer Experience

• Regularly align with the In Store Customer Experience Manager on Customer Experience strategy, reviewing performance and providing feedback;
• Monitor floor traffic, appointments, waiting times, etc through observation and ad hoc analysis to proactively suggest ideas to their managers for the continuous improvement of the Customer Experience;
• Ensure their team deliver an excellent Customer Experience through: 
  • maintaining an open, inclusive and curious attitude;
  • providing bespoke welcome and proper first needs analysis;
  • assisting customers who are waiting and efficiently managing the queue;
• Support Welcomists in challenging situations, intervening if required and escalating to Sales Team Supervisors when needed;
• Coordinate queue management and floor traffic monitoring, supporting Welcomists in agreement with Store Management;
• Support sales colleagues to ensure an excellent Customer Experience even during challenging and stressful situations such as: product unavailability, complaints, wish, etc.
• Train and supervise packaging team when present.

Events and Appointments

• Support Store Management in overseeing and updating the store calendar of events and appointments; 
• Be aware of latest local happenings to reflect them in the Customer Experience (e.g. themed store windows), share them with customers during their visit and with their team during briefings; 
• Work with the In Store Customer Experience Manager to assign clients to Sales Associates for appointments made through CRC & H Care requests and in managing VIC appointments;
• Support Store Management in preparing, coordinating and implementing customer animations and events.

Post Sales Service

• Handle aftersales requests and delivery services;
• Support sales colleagues in complex situations regarding returns, aftersales, reservations, etc;
• Be aware of aftersales processes and ensure compliance;
• Assist clients during aftersales activities (e.g. product returns, product changes, repairs, product reservations) reassuring them throughout the whole process, acting as a reference point whenever needed.

 
Clienteling

• Support their managers in client monitoring and data analysis, proactively contributing to implementing the clienteling strategy; 
• Collect and update client data, in accordance with privacy policy and company procedures to continuously improve reachability and other relevant KPIs;
• Proactively support their managers in developing and maintain a relevant customer portfolio through client discovery and bespoke experience;
• Be responsible for the relationship with key clients, in agreement with the In Store Customer Experience Manager.

 
People management 

• Support the store management in setting objectives and assigning tasks to their team;
• Observe their team and provide ongoing feedback and coaching based on their needs; 
• Motivate team members recognizing individual results and team contribution, supporting their personal development;
• Create a positive sense of team spirit, discipline and mutual respect, encouraging open communication; 
• Actively participate to team briefings, promoting engagement and information sharing;
• Identify training needs of their team and define an action plan with the store management;
• Conduct regular feedback sessions and Annual Performance Evaluations meeting with their team members, with the support of the store management.

 
Operations 

• Be aware of company procedures and systems and ensure compliance;
• Handle products with the highest care and attention to preserve their integrity and order; 
• Ensure the store is always in excellent conditions and that tools used to support sales (e.g. MyFolio) are functioning, alerting managers if any issues;
• Support their manager in supervising relevant external suppliers, such as florists and catering; 
• Ensure Welcomists monitor the supply of food & beverage (water, coffee, champagne, etc), keeping the pantry and wet bar well stocked; 
• Liaise with operations team in coordinating some Runners activities such as online orders deliveries, after-sales pick ups, reservations deliveries;
• Support operation tasks such as: replenishment activities, general inventories, cycle counts, price updates and stock management.