Vista previa de la oferta
Operation Executive
Other
MAIN DUTIES
Back Office Customer Service Management
Management and follow-up of Customer Services
Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow-up routines.
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 on 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
Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
Internal Control and procedures
Till controls
Support on morning store opening (till opening, key checks etc)
Supervise till closing with sales teams after the store has been closed
Be responsible for accurate till controls and cash remittances (to the safe, to the bank)
Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)
Stock Controls
Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
Compliance and knowledge on internal procedures
Manage the store archiving for relevant documents, following the local and Group internal control rules
Support sales teams towards a perfectly accurate use of their digital tools and be the store’s key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
Be responsible for the application of procedures related to internal control and health & safety
Store Administration
HR & Store Team Administration
Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
Coordinate with external agencies to plan external / temporary staff
Liaise with your HR department to consolidate resumes and applications received at store level
Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.
Store orders
Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
Follow-up general costs
Maintenance & Security (depending on stores, this responsibility can also be assigned to the Stock Manager)
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