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

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.
  • Coordinate with external agencies to plan external / temporary staff
• 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

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 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
• Ability to multitask and follow up on tasks on hand in a timely and responsible manner
• Able to work night and morning shifts as required by the business

"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"