Job Description

Responsibilities

COORDINATION AND FOLLOW-UP OF CUSTOMER SERVICES

• Manage services to customers in store and coming from contact center (e.g. customer contact, complaints handling, follow-up in relevant store it tools, etc.)

• Be responsible for the quality of the follow-up for all customer services in store and coming from contact center (i.e 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.

• Monitor conversion rates and average durations for reservations and customer requests

• Monitor lead times at each relevant step of the aftersales & repair lifecycle

• Review the duration of the customer services (e.g. customer orders and reservation, SAV) and cooperate with the sales team for the follow up and conversion to sales

• Liaise with the sales team in the store and contact centre regarding link payment requests, follow up with clients, completion, delivery or pick up in store arrangement.

STORE PLANNING

• With supervision of the line manager, prepare accurately daily planner of the store teams for every day in advance, corresponding to the schedule and considering Qudini needs (fast lane allocation, traffic and waiting time consideration etc.).

STOCK CONTROL

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

• Assist with application of procedures related to internal control and health and safety.

STORE TEAM ADMINISTRATION

• Support the line Manager with internal communication, such as information dispatch, notes, organization chart or contact list updates, etc.

• Maintaining documentation pertaining to sales & service support activities.

• Assist store team with uniform orders and exchanges.

• Assist with daily briefings organization and planning.

• Performing additional duties assigned by line manager.

• Support sales team towards a perfectly accurate use of the digital retail tools (i.e. H-Pad, My Folio, F&B app) and assist with any issue (be the point of reference for IT and for the retail head office team).

Measures of success

• Positive Service-related KPIs (lead times, turnover generated from services, conversion rates etc.).

• Efficient and smooth daily organization of the team.

• Individual contribution to the efficiency and quality of store administration.

• Quality of relationship and partnership with the sales team and the stock team.

• Quality of relationships with customers.

REQUIREMENTS

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

• Very organized, rigorous, and reliable, able to organize his/her work autonomously and to anticipate and plan accordingly.

• Service and customer-oriented (internal and external customers), with excellent communication skills.

• Proficient with Excel and IT tools/ systems.

• Able to work as part of a team.

• Passionate about retail and luxury.

• Language requirements: English (spoken and written)