Job Description

HERMÈS CANADA

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 20,000 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.

Hermès Canada has had a presence in Canada since 1987 and has over 130 employees, across four stores, located in: Toronto, Montréal, Vancouver, and Calgary, as well as our e-commerce activity, and corporate office. Family is at the heart of Hermès. At Hermès Canada, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity and inclusion, both within our own walls and in the wider world. We look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our family. We support our individual team members’ personal and professional success through a culture that values equality, individuality, and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.

OVERALL MISSION: The Operations Associate - Sales and Service Support is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), for accurate till control procedures, and they supports the Store Management in the general administration of the store, in order to ensure smooth functioning and facilitate day-to-day operations.

MAIN ACCOUNTABILITIES:

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

   • 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

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

KEY SKILLS AND EXPERIENCE

• Passionate about retail and luxury

  • Significant previous experience in administrative / operations position, preferably in Retail environment

  • Very organized, rigorous and reliable, able to organize their 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)

COMPENSATION

• The anticipated annual compensation range for this position is $55,000 - $75,000 CAD For final offers, we take into consideration factors such as experience, skills, responsibilities of the position, and internal equity.
• Comprehensive benefits package including medical, dental, vision, long-term disability, life insurance, AD&D, and company group retirement savings plan.

VACANCY STATUS This position is for an existing vacancy