Job Description

What will your mission be?

The role of the Operations Manager contributes to the quality of customer service by ensuring an optimal management of stock, service and maintenance. With the support of the back-of-house team, he/she is responsible for continuous and permanent stock accuracy between system-based and physical stocks, for overall organization and tidiness of all storage areas, in strict compliance with Group and local procedures. He/she supervises the After-Sales activities of the store and is fully in charge of the management of all maintenance issues and the roll out of operational projects in the store.

What will your daily life look like?

Management and coordination

1) Team management
• Manage BOH Teams (Stock/Sales & Service team/Cashiers), organize and prioritize day-to-day activities according to business needs and ensuring the best stock and After-sales service at all times

2) Transversal management
• Work in constant cooperation with store management team
• Liaise with the region’s and Paris Head Office for all matters related to stock, After-Sales, internal control and maintenance issues

Store Operations (Coordinate all the activities of the store Back office)

1) Day-to-day operations and controls for a perfect stock accuracy
• Manage and supervise the team in processing all incoming and outbound product flows, while ensuring perfect synchronization between physical and system-based flows
• Stock takes & cycle counts
• Implement corrective actions to improve future stock takes results and reduce shrinkage

2) Cash Procedures and Cashier Operation Management
• Coordinate the cashier’s procedures
• Support the training of new process and align the team on new legal rules
• Train the team in payment procedure, ensure there are performing with company luxury standard

3) Be Brand Ambassador in managing Customer Reclaim and guidelines on After Sales
• Act as a point of reference to the team, together with the SSS, regarding After Sales activity (repairs, defective products etc.)
• Follow up of defective claims or repairs sent to the SAV Department in Bobigny, with the objective of constantly improving the quality of after sales service given to our customers (time delay, price, quality of answer)
• Regularly assess the quality of suppliers used locally which undertakes repairs on behalf of Hermès.

4) Continuous process improvement and performance follow-up
• Be responsible for implementation, training & adherence of operations-related procedures

5) Maintenance & Security
• Be responsible for the day-to-day maintenance of the store: coordinate with suppliers and the Retail Operations Manager based in Brussels to ensure timely interventions and control the quality
• In collaboration with the Store Manager, propose long-term planning for maintenance issues to Retail Operations Manager/Maintenance & Facility Manager.
• Ensure the store routine maintenance activities are done in respect of the local law
• Manage External Vendors
• Be responsible for the application of procedures related to internal control and health & safety

6) Store Administration
• Ensure the administrative activities are done with the Company Guidelines
• Ensure all CRC requests are answered in a timeline manner, by the SSS team
• Expenses management (COUPA)
• Uniform and Clothing Management
• Store Staff Planning

What will you need to be successful?
• Minimum 10 years of Retail experience including solid experience in store operations
• Management experience and excellent behavioral and communication skills
• Ability to work with sales and head office teams
• Very organized, rigorous and reliable
• Able to anticipate, organize and prioritize the activities of a small team
• Strong problem-solving capabilities and outstanding organizational skills
• Service-oriented, proactive to propose improvements and support other team members
• Demonstrate good team spirit
• Proficient with Excel/IT tools
• Fluent English. Any other language is an asset
• Very good knowledge of retail IT systems (eg CEGID)

What can we offer you?
• You will be part of a collective adventure, joining a dynamic team with great spirit and high standards
• You will discover a growing house with a strong and family base and responsible values
• You will have the chance to build your bespoke career path

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.