MAIN DUTIES

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) by setting up follow-up routines.Be a real partner to sales team to optimize and simplify the back-office follow-up of those servicesPerformance follow-up and continuous improvement on Customer ServicesBe responsible for the business performance of all service-related operationsMonitor conversion rates and average durations for reservations and customer requestsMonitor lead times at each relevant step of the aftersales & repair lifecycleChallenge the recourse to the customer request service by salespeople when relevant, to push sales for products available in store.

 

Internal Control and Procedures

Till ControlsSupport on morning store opening (till opening, key checks etc)Supervise till closing with sales team after the store has been closedBe responsible for accurate till controls and cash remittancesReview and comment all relevant reports related to till operations in the dedicated internal toolStock ControlsAssist the stock team when needed in reviewing and correcting negative stocks or stock discrepanciesCompliance and knowledge on internal proceduresManage the store archiving for relevant documents, following the local and Group internal control rulesSupport 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, support the team on any issue Be responsible for the application of procedures related to internal control and health & safety 

Store Administration

Store Team AdministrationManage the staff rosters to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.Coordinate with external agencies to plan external / temporary staffStore ordersBe responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniformsOrganize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicingFollow-up general costsMaintenance & Security (depending on stores, this responsibility can also be assigned to the Stock Manager)Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the qualityManage internal and external security agents

 

AdHoc Duties & Front Line Support

Assist with basic cashiering duties when required, ensuring accuracy and adherence to standard operating procedures. Attend to customers courteously and promptly while sales associates are engaged, helping to maintain a high level of service.

 

Requirements:

Passionate about retail and luxurySignificant previous experience in administrative / operations position, preferably in Retail environmentVery organized, rigorous and reliable, able to organize his/her work autonomously and to anticipateService- and customer-oriented (internal and externa customers), with excellent communication skillsProficient with Excel / IT toolsTeam playerLanguage requirements: fluency in English is mandatory (written and oral), local languageAbility to multitask and follow up on tasks on hand in a timely and responsible mannerAble to work night and morning shifts as required by the business