Store Manager

Description

Direct, influence and drive store performance across key areas of responsibility; customer experience, talent management, financial targets, and operational efficiency. Function as a brand ambassador, exemplifying the core values of LVMH while engaging with the community, forging meaningful relationships with key clients. Act as a mentor and coach to store team; guide and support more junior managers within the network.

Les missions

Business Vision

• Define and communicate vision for the store in line with local strategic plan
• Align all activities to support vision and strategy as approved by hierarchy
• Ensure balance between customer experience, financial targets, talent development/retention and operational efficiencies. Is methodical on when and how coaching the team
• Monitor KPI’s through individual coaching and follow up of his/her team
• Leverage understanding of the local marketplace, industry trends and best practices in the luxury

Customer Experience

• Create and maintain in-store client experiences aligned to mission and values; Courage, Creative Tension, Community and Authenticity
• Be the Brand Ambassador; maintaining a strong floor presence to ensure each client experience in line with LVMH standards of excellence
• Define, execute and measure CRM strategy in partnership with Brand President and Corporate team; evaluate, update and modify strategy to meet defined targets
• Liaise with Senior Management and Corporate Team to conceive and execute store-level events including but not limited to; collection previews, charity partnerships, VIC experiences, Paris Shows…
• Analyze all reports/tools to access customer service delivery (i.e. Mystery Shop, CRM Reports)
• Facilitate solutions to customer concerns; directly manage escalated customer issues or complaints

Talent Management

• Source, screen and hire talent, in cooperation with Human Resources
• Ensure all new hires are properly onboarded and given all essential trainings
• Complete Annual and Mid-Year Performance & Career Review process
• Coach, mentor, and problem solve with sales associates one-on-one and on the selling floor
• Partner with Corporate Retail Team/Training Manager to identify/develop relevant training in order to build service, selling and product knowledge skills
• Ensure staff turnover meets expectation; no regrettable losses
• Develop Assistant Manager as defined by his/her IDP; ensure readiness for next role along with succession plan

Financial Targets

• Meet all financial targets as defined by Retail Management Team
• Monitor sales associates individual goals; coach and motivate each to meet defined targets
• Implement client centric initiatives in order to increase conversion, cross selling and UPT

Merchandising

• Collaborate with Senior Management and Merchandising teams to drive key categories and uncover opportunities
• Align merchandise mix to meet client needs; particular emphasis on VICs
• Maintain all merchandising standards in line with LVMH guidelines

Store Operations

• Monitor all KPIs, analyze results and make changes to improve performance and efficiency
• Develop and evolve standardized staffing model to better align employee scheduling to store traffic (MTT); optimize FTEs to maximize store sales potential (NET $/FTE, average cost model)
• Liaise with Senior Management to share point of view on Front of House/Back of House opportunities to capitalize on sales and improve customer experience (displays, traffic patterns, etc.)
• Ensure all inventory control, fraud prevention and audit practices are executed and maintained in line with LVMH standards
• Ensure weekly payroll is processed accurately and on time