Major Responsibilities:
Back Office Customer Service Management
- Management and follow-up of Customer Services
- Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow-up with relevant store IT tools, etc.)
- Ensure follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests)
- Be a real partner to sales team to optimize and simplify the back-office follow-up of those services
- Performance follow-up and continuous improvement in Customer Services
- Be responsible for the business performance of all service-related operations
- Monitor conversion rates and average durations for reservations and customer requests
- Monitor lead times at each relevant step of the aftersales & repair lifecycle
Internal Control and procedures
- Till controls
- Support on morning store opening (till opening, key checks etc.)
- Supervise till closing with sales teams and/or cashiers after the store has been closed
- Be responsible for accurate till controls and cash remittances (to the safe, to the bank)
- Compliance and knowledge of internal procedures
- Manage the store archiving for relevant documents, following the local and Group internal control rules
- Support sales teams towards perfectly accurate use of their digital tools and be the store’s key user on Service-related processes
- Be responsible for the application of procedures related to internal control and health & safety
Store Administration
- Store Team Administration
- Manage the staff roster by optimizing sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
- Coordinate with external agencies to plan external / temporary staff
- Oversee the allocation of staff uniforms: fitting, order, alterations, dry cleaning, spare uniforms
- Oversee the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
- Maintenance & Security
- Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality
- Manage internal and external security agents
Stock Management
- Stock Controls
- Put in the necessary measures to ensure that the stocks processes are well managed and maintained; inbound, outbound, damaged, returns and transfers.
- Oversee the stock team when needed in reviewing and correcting negative stocks or stock discrepancies.
- Preparation of stock takes, cycle counts and investigation of discrepancies
- Implement corrective actions to improve future stock takes results (methods, tool, training…) and reduce shrinkage.
Team Management
- Global performance follow-up
- Follow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellence
- Organize weekly morning briefs with your team and provide regular feedbacks to your Store Manager
- Individual performance follow-up and development
- Participate in the training process for newcomers in your team; Hermès culture, product knowledge and other specific job responsibilities
- Continuously coach and train your team members in all knowledge and skills necessary to the pursuit of the team’s objectives
Requirements:
- Passionate about retail and luxury
- Minimum 5 years of working experience
- Significant previous management experience in administrative / operations position, preferably in Retail environment
- Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
- Service and customer-oriented (internal and externa customers), with excellent communication skills
- Proficient with Excel / IT tools
- Team player - first experience of management appreciated if supervising security
- Language requirements: fluency in English is mandatory (written and oral)