MAIN DUTIES

After Sales Services for HSR

• For all Aftersales activities

• Understand the full spectrum of aftersales processes and seek continuous improvements.
• Evaluate repairs and re-direct to the appropriate repairers when needed.
• Communicate with relevant departments to resolve issues, expedite, and monitor repairs.
• Analyze and evaluate the demand of aftersales services, to identify and implement timely solutions.
• Communicate the typology of quality alerts/defects and the next course of actions.
• Ensure that all aftersales tools are ordered by the team for the repairs.
• Ensure that the monthly KPIs are met.
• Participate in all Paris monthly or quarterly aftersales trainings and updates on community sharing.
• Support all local Aftersales training and briefings with the team.

• System and Tools
  • Gain mastery of H-Care system.
  • Design and develop aftersales internal processes and procedures.
  • Tabulate timely reports to drive actions and improve repair lead time.

• Projects and Events
  • Take lead and communicate aftersales projects and deployments including training, Leather personalization, etc.
  • Support internal and external events e.g., Leather demonstration events in stores, Discover the Workshop.

2. Team Management

• Performance follow-up
• Follow up closely the quality of interactions of your After Sales team with customers and make sure they are in line with Hermès Standards of excellence.
• Collaborate closely with the craftsmen, logistic teams, and all other partners when need be.
• Organize regular morning briefs with your team and provide regular feedback to the Store teams.
• 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
• Support the Retail Ops Director in the key recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews when necessary.

3. Customer Service, Resolution and Escalations

• Management and follow up of all Customer Service
  • Oversee client repairs and ensure that the service is favorable.
  • In cases of complications, to decide with the team how best to tackle these situations.
  • In cases of escalation, to inform the Management in a timely manner so that other considerations and remedy can be taken.

• Continuous Improvement on Customer Service resolution and escalations
  • To develop the right responses for all customer service enquiries.
  • To consider the service recovery protocol for the different scenarios.
  • To improve on all customer service issues and recommending the resolution.

PERFORMANCE INDICATORS

• Aftersales KPIs (repair lead times, service rates etc.)
• Team contribution to the efficiency and quality of aftersales operations
• Quality of relationship and partnership with the aftersales team, craftsmen, and Paris
• Quality of relationships with customers

PROFILE

• Passionate about retail and luxury
• Minimum 6 years of working experience in Aftersales Service and/or Customer Service, preferably in a Retail environment
• Highly organized, rigorous, and reliable, able to organize his/her work autonomously and to anticipate.
• Service- and customer-oriented (internal and external customers), with excellent communication skills.
• Team player - first experience of management appreciated with supervisory skills for craftsmen and team.
• Willing and able to communicate with clients directly.
• Proficient with Excel / IT tools
• SAP experience would be a bonus.
• Strong collaborative skills with the ability to work effectively with diverse teams
• Language requirements: The role involves communicating with customers from various countries who visit our boutiques for after-sales service. Proficiency in English (written and oral) is essential.

"A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 23 200 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world"