MAIN RESPONSIBILITIES:
Back Office Customer Service Management
Management and follow-up of Customer Services
Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
Ensure 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 in the schedules of your team.
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
Internal Control and Procedures
Till controls
Support on morning store opening (till opening, key checks etc)
Supervise till closing with sales teams and/or cashiers 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)
Compliance and knowledge of 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.
Be responsible for the application of procedures related to internal control and health & safety
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
Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.
Store orders
Oversee the allocation of staff uniforms: fitting, order, alterations, dry cleaning, spare uniforms
Oversee the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
Maintenance & Security
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
Stock Management
Stock Controls
Put in the necessary measures to ensure that the stocks processes are well managed and maintained; inbound, outbound, damaged, returns and transfers.
Oversee the stock team when needed in reviewing and correcting negative stocks or stock discrepancies.
Review RDI and CC expirations and implementation of improvements when necessary
Stock takes & cycle counts
Preparation of stock takes, cycle counts and investigation of discrepancies
Produce the final report for Finance department (to be validated by Store Manager)
Implement corrective actions to improve future stock takes results (methods, tool, training…) and reduce shrinkage
Team Management
Global performance follow-up
Follow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellence
Organize weekly morning briefs with your team and provide regular feedbacks to your Store Manager
Develop your team member’s ability to back each other up in case of absence
Individual performance follow-up and development
Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities
Continuously coach and train your team members on all knowledge and skills necessary to the pursuit of the team’s objectives
Be responsible for the yearly appraisals of your team members: monitor the development of all expected hard and soft skills, set the objectives for the following year, anticipate career path possibilities
Recruitment
Participate actively in the recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews etc.
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
REQUIREMENT & CAPABILITIES
Passionate about retail and luxury
Minimum 6 years of working experience
Significant previous management experience in administrative / operations position, preferably in Retail environment
Very organized, rigorous and reliable, able to organize his/her 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)