Job Description

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)