Main Responsibilities

1. Back Office Customer Service Management  

Management and follow-up of Customer Services

Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)

Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests) 

Be a real partner to the 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 duration for reservations and customer requests

Monitor lead times at each relevant step of the after-sales & repair life cycle

Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in the store

2.  Internal Control & Procedures

Till Control

Support till activities only if needed 

Stock Control

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

Compliance and knowledge of internal procedures

Manage the store's archiving for relevant documents, following local and group internal control rules

Be responsible for the application of procedures related to internal control and health & safety 

Support sales teams through the use of digital tools and be the store’s key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue 

3. Store Team Administration

Store Admin

Assist in managing the staff rotas to optimize sales floor coverage

Coordinate with external agencies to plan external/temporary staff

Manage and organize internal communication

Store orders

Be responsible and supervise the allocation of staff uniforms

Organize the supply of office stationery, food & beverage, and other relevant tools, coordinate with suppliers, control delivery, and invoicing

Follow-up on general costs 

Maintenance & Security

Be responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely intervention

Manage internal and external security agents 

Requirements & Capabilities

Passionate about retail and luxury

Significant previous experience in an administrative / operations position, preferably in a Retail environment 

Organized, rigorous, and reliable, able to organize his/her work autonomously and to anticipate

Service and customer-oriented with excellent communication skills 

Proficient with Excel / IT tools

Team player 

Language requirements: fluency in English is mandatory (written and oral)