Watches and Jewellery Specialist

Join to apply for the Sales and Service Watches and Jewellery Specialist role at Hermès. As a Sales & Services Watches and Jewellery Specialist, you will deliver an exceptional client experience, offering guidance and personalised service to every client. You’ll actively support your colleagues in driving sales and contributing to the overall success of the store, while consistently embodying the values and spirit of the House in all client and team interactions.

Key Responsibilities

• Contribution to turnover of store through selling.
• Demonstrate warmth and patience in all dealings with our customers, always displaying a ‘can-do’ attitude.
• Begin to deal with customer requests and ensure efficient communication with the client and relevant colleagues throughout.
• Develop your knowledge of the after‑sales support processes.
• Be proactive yourself in familiarising yourself with merchandise to enhance product knowledge.
• Familiarise yourself with the ambitions for the store (sales objective, KPI’s), and ensure you positively contribute towards them.
• Establish and maintain strong client relationships by ensuring that all client requests and after‑sales service issues are followed up and communicated in a timely manner, consistent with Hermès standards and values.
• Ensure strong customer communication during selling ceremony and in after sales.
• Deliver a consistently high level of service to all our clients, acting as an ambassador of the House, to ensure high levels of client satisfaction and repeat business.
• Demonstrate active listening skills to discover more about the client and to develop loyalty and long‑lasting relations.
• Accurate CRM capture and recording of client data.
• Active participation in store communications such as daily team briefings.
• Demonstrate excellent communication skills – both verbal and written.
• Maintain store standards and become familiar with daily procedures.
• Ensure merchandise is handled with care and consideration.
• Adherence and upholding of House procedures.
• Familiarise yourself with the visual merchandising basics – both front and back of house.
• Carry out regular stock replenishment and organisation of products.
• Become acquainted with the Watches and Jewellery métier as well as other métiers.
• Maintain a balanced shop floor presence in the absence of your Department Manager, giving priority always to the sales floor.
• Develop and maintain good and constant communication with your Department Manager and Assistant Store Manager, being supportive to the efficient running of the Department.
• You are expected to perform all necessary tasks outlined or described to you by your Department Manager in their absence, maintaining excellent standards within your métier.
• Establish and maintain strong relationships within your own store environment and within Hermès by providing a high level of customer service at all times, including prompt response to requests.
• Successfully participate in and complete any training provided.
• Share information with colleagues and proactively convey learnings when interacting with clients.
• Participate in the morning briefs by presenting new launches, identifying key selling points and sales ceremony to strengthen the knowledge amongst your colleagues, as well as identifying slow performers to encourage sales.
• Participate in training on best practice of stock control and till procedures which affect the accuracy of sales and stock data on the stock management database.
• Contribute to the Monthly Report – identifying to your Department Manager positive and negative feedback throughout the month.
• Familiarise and apply the Hermès merchandising guidelines for your department and ensure that displays are regularly updated and changed in order to provide more interest to customers and to encourage sales.
• Work with Visual Merchandiser as and when necessary or when assigned by Department Manager to ensure key products are displayed upon arrival.
• Remain reactive to the performance of your department, ensuring stock is replenished as and when required and being proactive in taking initiatives in order to develop sales.
• Good product knowledge of all departments within your store, able to confidently cross‑sell from one métier to the other.
• All packaging from merchandised products on the shop floor to be stored correctly: clearly labelled and able to be accessed quickly.
• Clear understanding of after sales processes & services within the store, to best serve and advise the client.
• Be proactive in familiarising yourself with Hermès merchandise through product training, buying books, Podium catalogues and Monde d’Hermès.
• Ensure that your stock areas, front and back of house, are kept safe, clean and tidy at all times.
• Ensure all goods are security tagged, ticketed, handled and stored with due care.
• During price changes, you act responsibly ensuring this is carried out within the timeline set by the company.
• Ensure that ticketing is accurate and regularly checked (through cycle checks).
• Ensure that the stock position is accurate (through regular checks).
• Communicate all stock and quality issues with your Department Manager, and in their absence, the Assistant Store Manager.
• Meet ACE index score > 80%.
• Support in the conversion rate for the Store.
• Sales. Units sold. Average transaction. Cross selling. UPT. Hpad usage. Client creation. Pre selling. Support the repurchase rate for the store.

Qualifications

• Have passion or expertise in Watches and/or Jewellery.
• Have a strong understanding of the luxury retail industry and clientele.
• Demonstrate good team spirit.
• Be flexible and adaptable, able to sell across other métiers as needed.
• Have excellent stakeholder management skills – ability to work collaboratively with a range of teams across GB and Paris.
• Demonstrate warmth and empathy, especially with objections.
• Able to stay calm under pressure whilst also being versatile.
• Act as a true ambassador of the House.
• Hold a high level of personal standards.
• Have strong admin skills and command of Microsoft Office (Outlook, PowerPoint & Excel).