Description
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)
