Assistant Operations Manager
Hong Kong, China

General Role

This position is responsible for overseeing and coordinating retail operational functions of the direct stores in the network, as well as developing and leading the operations strategy in compliance with the House directions for the region by partnering with the Store Managers and Sales and Service support team so as to achieve the preset goals and deliver desired results.


Station in Hong Kong office; store visits and some oversea travels are required

Main responsibilities

  • Ensure efficiency of administration, inventory, operations and logistics of retail stores, while developing the sales and service support team in the stores.
  • Ensure the store activities are in compliance with Group Policies & Procedures as well as the local legal frame; Ensure all operational policies and procedures are kept up to date and being enforced throughout the region.
  • Develop strategies to measure and ensure all store teams are trained in these operations policies.

  • Liaise with the Finance Control, Internal Audit and Store Managers to formulate an effective SOP and set of KPIs for store operations in order to ensure efficiency, effectiveness, standards for quality and customer service.
  • Evaluate operations in the region on a regular basis and make process improvement or simplification recommendations to reduce workload for the stores and ensure standards are maintained.
  • Establish and maintain a systemic digital library for archiving up-to-date store memos and notices in regard to operational policies and procedures for the direct stores.
  • Facilitate sharing of best practices within the region through regular newsletters, meetings and organization of seminars.
  • Coordinate with CX, Operations team in Paris and regional IT team to deploy and roll out new boutique tools / systems / services in the stores and support the store teams in mastering them.
  • Support the development of Omnichannel by giving recommendations and adjusting boutique operations projects for the launch of new digital services.
  • Monitor and control packaging and PLV inventory and make suggestions on reorder or movement of stocks according to sales trends and the updated merchandising guidelines.
  • H care / After-sales coordination for all stores.
  • Liaise with the in-house project team and outside vendors with regard to any maintenance needs of the stores and ensure stores are maintained to company standard and all issues are addressed in a timely manner.
  • Collaborate with various supporting teams and vendors for managing store renovation, store relocation and new store openings and assist in the set up of store operations.
  • Build specific regional reports if needed - regional trends on store traffic, manpower coverage, special occasions and market situations.
  • Support the Commercial team to follow up and monitor the retail action plans, incentive programs and replenishment CNP orders to achieve the preset target.
  • Oversee and consolidate all grooming and uniform orders for the store teams.
  • Assist the Senior Travel Retail manager to execute ad hoc projects and related operation assignments.
  • Profile

  • Bachelor’s degree in any discipline with excellent people management skills and strong business sense
  • A minimum of 5 Years of solid experience in operations; experience in luxury or retail business environment will be advantageous

    Be customer oriented

  • Proactive, able to develop and maintain collaborative relationships and foster teamwork with multiple levels / departments within the organization
  • Attentive to details, independent and strong Interpersonal & project management skills
  • Proficient in Microsoft Office is required, especially in Excel and PowerPoint
  • Fluent in English, Cantonese and Mandarin. French is a plus
  • About the Hermès Group

    Hermès Travel Retail Asia is in charge of developing the presence of Hermès and the sale through a qualified network of concessionaires and direct stores in airport and downtown duty-free in Asia Pacific and Oceania.


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