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 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

Internal Control and Procedures

Till Controls Support on morning store opening (till opening, key checks etc) Supervise till closing with sales team after the store has been closed Be responsible for accurate till controls and cash remittances Review and comment all relevant reports related to till operations in the dedicated internal tool Stock Controls Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies Compliance and knowledge on 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, support the team on any issue  Be responsible for the application of procedures related to internal control and health & safety 

Store Administration

Store Team Administration Manage 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. Store orders Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing Follow-up general costs Maintenance & 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 quality Manage internal and external security agents

Requirements:

Passionate about retail and luxury Significant previous 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 Language requirements: fluency in English is mandatory (written and oral), local language