Job Description

GENERAL ROLE

This position is responsible for all BOH (Back of House) management including consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), till control procedures and oversees the stock management processes. He/She supports the store Management in the general administration of the back of house activities and processes to ensure smooth functioning and facilitate day-to-day operations.

매장내모든BOH (Back of House)를관리하는포지션으로고객서비스(After Sales, 고객요청, 예약)의일관된서비스엑설런스, 결제관련절차및프로세스, 그리고재고관리전반이원활하게운영될수있도록합니다매장이원활하게운영될수있도록모든BOH 업무와프로세스를관리하고지원합니다

MAJOR RESPONSIBILITIES

1. Back Office Customer Service Management 백오피스고객서비스관리

   • Management and follow-up of Customer Services 고객서비스후속조치및관리

   • Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.) 백오피스고객서비스관련팀관리및지원 (고객연락, 컴플레인핸들링, 고객서비스와관련된 IT 기기내자료업데이트및후속조치등)

   • 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. 팀업무를체계화하여고객서비스후속조치보장 (고객요청, 특별개인맞춤주문예약및위시리스트, 수선요청)

   • Be a real partner to sales team to optimize and simplify the back-office follow-up of those services 백오피스고객서비스관련업무간소화및최적화, 효율성향상을위한세일즈팀과의파트너쉽

   • Performance follow-up and continuous improvement on Customer Services 고객서비스관련업무의지속적인개선및후속조치

   • Be responsible for the business performance of all service-related operations 서비스관련매장성과및오퍼레이션업무관리

   • Monitor and manage conversion rates and average durations for reservations and customer requests 구매전환율, 예약및고객요청처리평균소요시간모니터링및관리

   • Monitor and manage lead times at each relevant step of the aftersales & repair lifecycle Aftersales와수선각단계의처리소요시간모니터링및관리

   • Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store 고객의요청제품(CC)에대해서가장효율적인방법을제시하고, 세일즈직원들이올바른방식으로 CC를활용할수있도록독려및관리

2. Internal Control and procedures 내부규정및절차관리

   • Till controls 결제관리

   • Support on morning store opening (till opening, key checks etc) 결제오프닝지원 (틸오픈, 키체크등)

   • Supervise till closing with sales teams and/or cashiers after the store has been closed 캐셔결제마감시감독및지원

   • Be responsible for accurate till controls and cash remittances (to the safe, to the bank) . 정확한결제관리및현금입금 (금고또는은행)

   • Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales) 내부시스템을통한결제오퍼레이션과관련된리포트리뷰와특이사항체크 (할인, 가격조정, 구매취소)

   • Compliance and knowledge on internal procedures 내부규정및절차숙지및준수

   • Manage the store archiving for relevant documents, following the local and Group internal control rules 국내및그룹내부규정및절차에따른매장내서류보관관리

   • 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. 서비스프로세스관련담당및디지털기기(H-Pad)의정확한사용을위한세일즈직원지원프로세스와기기에대한신입사원교육, 새로운기능, 절차, 또한이슈가있을시안내및지원

   • Be responsible for the application of procedures related to internal control and health & safety 내부감사기준, 보건과안전과관련된절차를매장내적용

3. Store Administration 세일즈사무지원

   • HR & Store Team Administration매장사무지원및인사관리

   • Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc. 플로어의세일즈효율성향상을위한월별스케줄관리 (휴무계획서, 연장근로, 연차, 병가, 공가)

   • Coordinate with external agencies to plan external/ temporary staff 오퍼레이션관련외부업체및임시직원관리

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

   • Store orders 매장구매

   • Oversee the allocation of staff uniforms: fitting, order, alterations, dry cleaning, spare uniforms 유니폼주문과배분관련관리피팅, 주문, 배송, 수선, 세탁, 여유분보유등

• Oversee the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing 각종사무비품, 식음료, 기기주문, 배송, 경비처리관리

• Maintenance & Security 매장보안및유지보수관리지원

• Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality 매장유지보수관리지원 (조명, 미화, 출입통제, 보안): 품질관리와적재적소에개입및조정을위해외부업체, 본사와협업

• Manage internal and external security agents 내,외부보안가드관리

4. Stock Management 재고관리

   • Stock Controls재고컨트롤

   • Put in the necessary measures to ensure that the stocks processes are well managed and maintained; inbound, outbound, damaged, returns and transfers. 재고운영절차의최적관리와유지를위한필요한조치시행입출고, 결함, 반품, 트랜스퍼상품관리

   • Oversee the stock team when needed in reviewing and correcting negative stocks or stock discrepancies. 마이너스재고및재고차이정정등의팀관리및지원

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

   • Stock takes & cycle counts 재고조사및싸이클카운트

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

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

   • Implement corrective actions to improve future stock takes results (methods, tool, training…) and reduce shrinkage 향후재고조사결과향상을위한시정조치시행 (방법, 도구, 트레이닝)

5. Team Management 팀관리

   • Team management BOH 팀원관리

   • 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 팀원이에르메스의스탠다드에맞는고객서비스를제공하도록지속적인서비스품질관리

   • Organize weekly morning briefs with your team and provide regular feedbacks to your Store Manager 팀원과주간모닝브리핑실시및 Store Manager에게정기피드백제공

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

   • Individual performance follow-up and development 팀원업무개발관리

   • Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities 새로운팀원트레이닝에르메스컬처, 상품지식및직무관련

   • Continuously coach and train your team members on all knowledge and skills necessary to the pursuit of the team’s objectives 팀목표달성을위한팀원들의지식과스킬향상을위한지속적인트레이닝및코칭

   • 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 팀원들의년평가시행목표설정, 역량향상모니터링, 경력개발기회예측

REQUIREMENTS & CAPABILITIES

• At least 10 years of professional experience in store operation, stock management, and team management, preferably in high-end fashion, luxury, hospitality industry 최소 10년이상의매장운영및팀관리경력 (하이엔드패션, 럭셔리, 혹은호스피탈리티업계우대)

  • Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate 체계적이며, 철저하고신뢰할수있으며, 업무를예측하며독립적으로처리할수있는능력

  • Service- and customer-oriented (internal and externa customers), with excellent communication skills 서비스고객 (내외부고객) 중심의커뮤니케이션스킬

  • Proficient with Excel / IT tools 엑셀및 IT 기기사용에능숙

  • Team player - first experience of management appreciated 팀플레이어이자탁월한수퍼바이저경력

  • Fluent in English is a plus 영어능통자우대