Department Manager - £50M Turnover - 35 Staff - Hermes - London
(2023-04)
Documented key achievements to highlight performance and contributions.
- Managed and supported the team through clear direction, constructive feedback, coaching, onboarding, and ongoing training to ensure high levels of performance and service excellence.
- Supported the development of client relationships by maintaining accurate client information, assisting with CRM initiatives, following up on duplicates, and contributing to the delivery of a consistent and personalised customer experience.
- Oversaw in-store buying for all departments, travelling to Paris 3-4 times a year.
- Encouraged and guided the team in achieving sales objectives, strengthening client loyalty, and delivering service that inspires repeat business.
- Believing Communication is Key and consistently following up with the team and boosting their morale as a manager at all times.
- Understanding my Team strengths and weaknesses and working closely to support their developments.
- Developed and promoted four team members, enhancing overall team capability and succession planning.
- Created action plans and incentives to drive sales in underperforming departments, contributing to overall store revenue.
- Builds effective team engaging, retaining and constantly evaluates and develops people.
- Promotes effective coaching activities to their direct reports.
- Connect with Peers creating an effective and collaborative network.
- Is a Role Model, inspiring and motivating the staff.
- Monitoring and sharing feedbacks with HR function in terms of % of people turnover; internal promotion/mobility and Talent Mapping keeping in consideration Personnel Cost.
- Develops a Client Centric Culture aimed to maximising the existing customers and enlarging the client book.
- Worked in close partnership with the Store Manager to ensure the efficient and seamless operation of the front-of-house, consistently upholding Hermès standards, company policies, and luxury service expectations.
- Assumed full responsibility for the store in the absence of the Store Manager, maintaining continuity across daily operations, team coordination, client service, and commercial priorities.
- Monitored new starters and temporary staff, providing structured induction and ongoing support to ensure integration and performance.
- Ensured the team was thoroughly trained in in-store procedures, product knowledge, product handling, presentation techniques, and all key operational standards.
- Worked closely with the Store Manager and Administration Manager to maintain appropriate floor coverage at all times, including during holiday periods and peak trading hours.
- Provided support on sales tools and store systems, including reservations, customer orders, pre-selling, Click in Store, and My Folio, acting as a knowledgeable reference for their effective use.
- Managed merchandise flow to the shop floor in close collaboration with the stock team, ensuring stock was properly stored, handled, and made available in line with business needs.
- Maintained a strong understanding of store stock levels, identified and escalated stock issues when necessary, and used reporting tools to help develop action plans that improved store performance.
- Produced, checked, and published store reports in line with scheduled requirements, using business data to support operational decision-making and performance improvement.
- Undertook responsibilities and special projects delegated by the Store Manager, demonstrating flexibility, sound judgment, and a proactive approach to business needs.
- Ensured that all Hermès standards were respected across the store, including visual merchandising guidelines, operational procedures, and brand presentation.
- Carried out keyholding responsibilities, including opening and closing the store when required, as well as banking, cash handling, daily cashing up, and till reconciliation in line with financial compliance procedures.
- MMonitors Store Visits Results, Mystery Shopping Results and Internal/External audits results.
Assistant Store Manager - £25M - 40 Staff - Gucci - London, Heathrow T2, Heathrow T5 & Selfridges
(2018-02 - 2023-04)
Achieved and exceeded monthly store target every month within T2 and T5.
- Increased Conversion from 5% to 9%.
- Successfully increased ATV to £750.
- Increased UPT to 1.50 through targeted coaching and on-the-floor feedback.
- Achieved cross-selling rates of 16%, peaking at 20% in May 2022, by implementing strategic sales initiatives.
- Consistently achieved Ambassador status on Mystery Shop, the highest score possible.
- Transformed an unhappy, demotivated team into a high-performing unit that consistently met all targets.
- Achieved excellent stock loss results with only one item missing due to being mis-sold.
- Successfully launched omni-channel into the store enabling the team to sell across the entire Gucci product range.
- Developed a CA into a Senior role.
- Builds effective team engaging, retaining and constantly evaluating and developing people.
- Promotes effective coaching activities to their direct reports.
- Ensures the development of motivation, sense of belonging and business involvement.
- Develops a Client Centric Culture aimed at maximising the existing customers and enlarging the client book.
- Ensured the implementation of CRM initiatives to develop a clientele network for the store.
- Establishes and implements Action Plans in order to develop sales for each product category and client segment.
- Ensures achievement of business goals and strategic projects, keeping in constant connection with corporate functions.
- Constantly updates PMP Results.
- Ensures the economical and operationally effective management of the store, in compliance with internal policies and procedures.
- Connect with Peers creating an effective and collaborative network.
- Articulates Vision with Strategy & Implementation establishing priorities.
- Monitors P&L Cost and Retail KPIs in order to maximize the Store turnover.
Assistant Store Manager - £20M - 15 Staff - Tiffany - London, Heathrow Terminal 3
(2016-11 - 2018-06)
- Responsible for managing store team members and multi-site operations.
- Creating a positive working environment and enhancing performance optimisation.
- Supervision of staff, succession planning, coaching and crisis management.
- Profitability improvement, best practices & benchmarking. Building strong relationships with clients.
- Working closely with the store manager to improve sales performance of the retail account.
- Ensuring the team achieves sales targets and maintains merchandising standards. Recruitment, payroll tasks, return-to-work interviews and development reviews.
- Analysing market trends in order to implement new strategies within the store. Directing the sales team to achieve KPIs.
- Delivering high-standard diamond and jewellery training to staff.
- Motivating Team members with High Value Sales (over £300K).
Department Manager - £10M - 9 Staff - Miu Miu - London, Heathrow T3
(2011-07 - 2016-11)
- Provides customer service of the highest standard according to company guidelines; to help build customer loyalty among clients who are frequent fliers.
- Organisation of the shop floor and stockroom according to company guidelines.
- Processing of deliveries and transfers.
- Training and development of staff members.
- Extensive knowledge of all products - collections, availability, materials, manufacturing treatments/processes and care suggestions for customers.
- Responsible for the visual guidelines of the store.
Supervisor, Various Sales Associate Roles - Reiss, Jigsaw & UniQlo - London
(2006-08 - 2011-11)
