Job Description

MAIN 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 in 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) by setting up follow-up routines in the schedules of your team.

• 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 and/or cashiers 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)

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 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.

• 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

• Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.

Store orders

• 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.

• Review RDI and CC expirations and implementation of improvements when necessary

Stock takes & cycle counts

• Preparation of stock takes, cycle counts and investigation of discrepancies

• Produce the final report for Finance department (to be validated by Store Manager)

• 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

• Develop your team member’s ability to back each other up in case of absence

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 on all knowledge and skills necessary to the pursuit of the team’s objectives

• Be responsible for the yearly appraisals of your team members: monitor the development of all expected hard and soft skills, set the objectives for the following year, anticipate career path possibilities

Recruitment

• Participate actively in the recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews etc.

PERFORMANCE INDICATORS

• Relevant service-related KPIs (lead times, turnover generated from services, conversion rates etc)

• Individual contribution to the efficiency and quality of store administration / operations

• Quality of relationship and partnership with the sales team and the stock team

• Quality of relationships with customers

REQUIREMENT & CAPABILITIES

• Passionate about retail and luxury

• Minimum 6 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 and/or tailor and artisan

• Language requirements: fluency in English is mandatory (written and oral)

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.