Job Description

RESPONSIBILITIES

1. Ensure an efficient and customer driven e-commerce operational flow

• Responsible for the efficiency of the E-commerce stock and order flow (clients orders, shared stock orders and stock set up, product transfers).
• In charge of the relationship with the warehouse and carriers. Monitors closely the KPIs, challenges our warehouse and the shipping carriers and put in place continuous improvement plan.
• Ensure a smooth operations flow once the orders are validated; orders are delivered, picked-up, refunded, exchanged on time, without any effort from customers.
• Ensure the quality of the packaging, carriers and every service we implement are up to the standard of the House and adapted to operational needs within the warehouse and during transportation.
• Manage the returns together with the logistics team and implement adequate KPIs
• Work closely with our internal teams (Logistics, Retail Merchandising) on the stock management and the logistics aspects such as stock adjustments, delivery claims, packaging orders, order preparation guidelines, stock take, etc.
• Coordinates stock transfers and export shipments.
• Coordinates damaged product flows and aftersales process.
• Raises alerts and ensures quick problem resolutions with the different stakeholders.
• Ensure proper application of Group procedures.
• Work closely with the other e-teams as well as with the logistics teams to ensure an excellent customer service

1. Organise and lead your team to be a support for the ‘front of house’ team (CRC)

• Provide a service to the CRC team to allow them to focus on customer interaction
• Allowing them to be organised to respond quickly and efficiently to all requests made by the customer service teams such as Tracking / locating a parcel, reconciliation of data between different existing IT systems, manual action on a payment, supporting with a special order etc

1. Participate in the development of omnichannel sales or other operational projects

• Support and propose actions to improve e-commerce operational flows, whilst also supporting stores.
• Share statistics and feedback with your manager to improve omnichannel sales and services.

EXPERIENCE

• A bachelor's degree or Master’s degree (Bac +5) from a university or business school
• At least 4 years of experiences in Operations
• Ability to lead and unite a team around common objectives, excellent interpersonal skills
• A strong sense of service and customer focus
• Strong organisational and autonomous skills.
• Team player and able to work in a dynamic and fast paced environment
• Strong communication and interpersonal skills
• Pro-active, positive mind-set and ability to always propose a solution
• Proficient in office automation tools (Outlook and PowerPoint).
• Knowledge of "Slack", "Genesys PureCloud", "Microsoft Dynamics CRM", "Cegid", "Magento" and/or
• "Adyen" is beneficial but not essential.

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.