About this role
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)