Job Description

Title E-Commerce Operations Team Manager

Entity: Hermès Sellier, division Hermès Distribution Europe

Department: Operations

Status: cadre - Fixed-term contract (covering maternity leave)

Place of work: Paris 75009

Within the E-commerce Operations Department of Hermès Europe, you will be part of the Operations Department and will be responsible for the excellence of the e-commerce operations regarding the following scopes: Risk Management (order verification, purchase behavior and fraud analysis…), Payments (transaction management, till closing…) and Stock (stock administration, supply follow up...).

Working Environment

You will manage, recruit, develop and support the team on a daily basis to reach high standards of customer service quality and operational efficiency.

You will manage a team of around 10 operations officers and report to the E-Commerce Operations Manager.

As a member of the Operations Management team, you work in close collaboration with other managers within Hermès.com team, ensuring aligned processes, communication and organization within the team.

Your daily motivation is to develop and assist the team in a positive and challenging spirit!

Team development

• Recruiting E-commerce Operations officers (with final approval of E-Commerce Operations Manager), based on needs for the whole area provided by Operation Manager & HR.

• Assuring integration, as well as on and offboarding of Operations officers (with Office Manager).

• Managing and developing the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone’s commitment to good teamwork.
• Embodying Hermès values with the team/customers and ensure mutual aid, aiming for excellence and caring within the team.
• Evaluate the people in the team on an individual basis, both regularly and during mi-annual and annual interviews.
• Ensuring the development of the skills of team members, by listening to individual and collective needs, and by passing on information to the Training Manager in order to set up appropriate trainings.
• Assure training program with the Training Manager in line with team member presence and coherence of their needs.
• Coaching of each team member with regular individual meetings to ensure good integration, give feedback on their performance regarding the operations activities and enable each team member to improve competences.

Monitoring and Support

• Monitor KPI's and propose actions to improve performance and sharing with the Operations Manager.
• Ensure compliance with processes regarding clients, internal and external partners and support the team in improving operations efficiency.
• Alert the Operations Manager in case of problems/litigation/difficult cases and propose solutions.
• Take managerial decisions to solve client disputes.
• Management of team planning / team presence (Peopleware).
• Management of vacation validation (in ADP and Peopleware).

Communication

• Organize regular Team Meetings in a creative and stimulating way to share information, processes, and best practices.
• Assure coherence within the whole E-commerce team in the communication of processes and exchange regularly by sharing information with other Team Managers of different services.
• Share information and feedback with Operations Manager concerning the team, disputes, processes, and malfunctioning to offer improvement propositions.
• Regular reporting of KPIs and team performance to the Operations Manager.

Benefic aspects for you

• You are joining a dynamic, international team with lots of interactions with different departments.
• You are autonomous and proactive in your daily organization.
• You benefit from a wide range of missions.
• You help to empower your team and enable them to grow personally and professionally.
• You are in contact with the different partners of your perimeter.

This position fits you, if you are:

• Successfully experienced in management
• Experienced in Retail Operations, Digital, IT fields
• Recognized for your leadership
• Open-minded, with a capacity to work in a team spirit
• Client service oriented and eager to provide an excellent customer experience
• KPI’s and solution oriented, able to “think out of the box”
• Interested in IT tools