Job Description

MAIN DUTIES

1. Back Office Customer Service Management

   • Management and follow-up of Customer Services

   • Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)

   • Be responsible for the quality of 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.

   • 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

2. Internal Control and procedures

   • Till controls

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

   • Supervise till closing with sales teams 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)

   • Stock Controls

   • Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies

   • Compliance and knowledge on 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, support the team on any issue

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

3. 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

   • Liaise with your HR department to consolidate resumes and applications received at store level

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

   • Store orders

   • Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms

   • Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing

   • Follow-up general costs

   • Maintenance & Security (depending on stores, this responsibility can also be assigned to the Stock Manager)

   • 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