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
Lead and Monitor the business performance of all service-related operations, ensuring alignment with business objectives
Supervise and analyze conversion rates and average durations for reservations and customer requests
Monitor lead times at each relevant step of the aftersales & repair lifecycle process, identifying bottlenecks and proposing corrective actions when needed
Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
Actively review workflows for better efficiencies
Store Administration
HR & Store Team Administration
Manage the staff rosters 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
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 Assistant Store Manager (BOH)
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
Quality of relationships with customers
REQUIREMENTS & 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
Language requirements: fluency in English is mandatory (written and oral)