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)

"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"