Department Manager Accessories - Harrods

Key Responsibilities

1.

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 and Administration Manager, insist that


* appropriate cover is always available on the shop floor (including holiday and peak trade


* periods)

2.

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.

3.

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.

4.

Store Operations


* Take on keyholding duties and be responsible for opening and closing of the store,


* where necessary.


* Be responsible for all areas of financi...