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)