Retail Operations Officer

Context & General Role

The Retail Operations Officer is part of the Retail Department of the Hermès Benelux & Nordics region and is responsible for coordinating regional retail operations activities across the store network.
In this role, the Retail Operations Officer provides stores with the support, tools and expertise required to achieve their objectives within a high-standard and complex retail environment.
As part of the retail operations community, the Retail Operations Officer leads and coordinates projects aimed at transforming and continuously improving in-store operations. The objective is to enhance client experience in an omnichannel environment, maintain high standards of service excellence, and enable store teams to achieve their targets.
The position reports to the Retail Operations Manager and is based at the regional Head Office in Brussels. It involves frequent travel across Europe to support stores and regional operations.

Main Responsibilities

1) Retail Operations Excellence

• Ensure stores sustain our back of house transformation model SmartOps and Retail Excellence standards.
• Drive operational excellence across Front of House & Back of House, aligned with Group standards and local procedures.
• Share and deploy best practices across stores and markets.
   

2) Project Management

• Support the deployment, change management and adoption of regional projects across stores.
• Coordinate training, communication, launch and post-launch support.
• Lead the deployment of new retail tools, systems and services in collaboration with regional and central teams.
• Manage project timelines, stakeholders and follow-up.
   

3) After-Sales Operations

• Lead and coordinate the Sales & Service Support community on Front of House & Back of House after-sales tools and processes.
• Act as a key contact for stores on specific after-sales cases.
• Develop and coordinate local repairer networks across markets.
• Coordinate after-sales certification with stores and Paris teams.
   

4) KPI & Performance Management

• Drive a KPI-oriented mindset across Retail Operations.
• Monitor operational performance, quality and customer service KPIs
• Follow up on performance and ensure continuous progress.
   

5) Continuous Improvement

• Identify and prioritize opportunities to improve processes, tools and ways of working.
• Lead operational diagnostics, root-cause analysis and improvement initiatives.
• Define, implement and track action plans with measurable outcomes.
• Standardize and share best practices across the region.

Profile

• Master’s degree from a Business School, Engineering School or equivalent university degree, with excellent interpersonal skills.
• Minimum of 4 to 6 years of relevant experience in Retail Operations or In a Store environment, Supply Chain, or a similar operational environment. Experience in an international or multi-market organization is a strong plus.
• Excellent organizational and project management skills, with the ability to manage multiple priorities and complex projects.
• Strong customer service mindset, with a focus on delivering high operational standards and excellent client experience.
• Analytical, proactive and solution-oriented approach, with strong attention to detail and the ability to anticipate operational needs.
• Ability to develop and maintain strong, collaborative relationships across different teams, functions, markets and levels of the organization.
• Proficiency in Microsoft Office, especially Excel and PowerPoint. 
• Knowledge of Cegid, SAP, Power BI or other retail/supply chain systems is a plus.
• Fluency in French and English. Dutch is considered a plus.