Key Responsibilities

1. Optimisation of In-Store Team

• Assess flow of traffic into stores and ensure staffing is reflective of this i.e.., staff planning.
• Collaboration with Customer Experience Manager around queue management. Support teams to identify staff planning adjustments.
• Evaluate productivity of team members
• Assess team sizing and structure. Develop organisational recommendations between front and back office. Propose solutions to reduce unnecessary movement of FO staff.

2. Optimisation of Product Flows and Store Spaces

• Define methods of optimising product flows: all inbound/outbound, customer product pick-up, sales assistants product picking (access to stock), terms and frequency of store delivery.
• Follow up on instore client services i.e.., Remote Sales, Shipping, Items on loan.
• Optimise storage areas within the store and in the back office (organisation, equipment, signage)
• Promote and maintain the 5S methodology in all areas of the stores.
• Collaboration with Logistics Administrator and Retail Merchandising Manager.

3. Administrative Processes and Tools: Definition, Deployment, Ownership

• Regularly develop recommendations/solutions to facilitate and reduce administrative tasks in stores; encourage the digitalisation of processes.
• Carry out a permanent watch on retail practices of excellence in order to propose new approaches to the subsidiary.
• Deploy Group tools (Cegid, H-Pad, MSA, Passerelle, H+, HCare), share updates/improvements and best practices.
• Train and develop teams on these tools and increase usability and expertise of the tool usage.
• Animate the back-office community; Instill a culture of collaboration and best practice sharing (Stock and SSS), share information/updates from Group/Europe
• Promote good administrative hygiene (causes of negative stocks, long-term reservations, volume and sourcing options of customer requests)
• Provide day-to-day support to stores and centralise their feedback to Group/Europe Retail Operations teams.
• Coordinate the processes of stock takes, cycle counts, together with Internal Controller.

4. Coordination of Projects with a Focus on Operations

• SmartOps: finalise the subsidiary transformation project. Follow-up of certified stores, certification ensuring the maintenance of the standards, preparing them for the next phase
• Renovation / expansion / new store opening projects: taking charge of the operational coordination of each project

5. Coordination with Group/Europe Retail Operations teams

• Develop strong collaboration and relations with Group/Europe Retail Ops, ensuring strong support and helping to promote the needs of the subsidiary
• Ensure central/local co-ordination and prioritization of retail operations projects carried out to a high standard and with planning for follow up and support
• Systematic evaluation following any project deployment to give clarity of outstanding aspects, for future improvements and learning
• Build a local deployment plan, including all project management steps (studies, sizing, pilot, deployment and change management)
• Coordinates between HI, Europe, local IT to ensure that any impact is properly communicated and plan executed

6. Data Quality Management and Retail Performance Reporting

• Ensure the accuracy of information relating to operations in the various information systems.
• Monitor general and specific retail performance indicators (negative stock, number of repairs, reservations: construction of dashboards, analysis, monitoring and sharing with the various stakeholders, traffic flows -> affecting people organisation)
• Produce monthly report on key operations topics with action plans.

7. Team Management

• Manage and support the Sales Service Support Assistant / Supervisor; ensure his mission to ensure high standards of sales and service support in stores is properly executed and provide regular support and feedback.

8. Facilities and Equipment

• Work in coordination with the Real Estate team to monitor the quality of the existing stores (maintenance, improvements) and make sure the facilities are secured, appropriate and optimized.
• For all renovation / new stores projects, make sure store operational efficiency is optimised in the architectural layout designs.
• Liaise with local IT to ensure availability / efficiency of devices, IT equipment and networks provided in the stores.

9. Health and Safety

• Conduct regular risk assessments of the store environment to identify potential hazards. Implement measures to minimise risks, such as proper storage of hazardous materials, ergonomic workstation setup, and slip and fall prevention strategies.

10. Other Projects

• Assist subsidiary / Finance Team with discounted sales (public & staff)
• Assist at store stocktakes as and when necessary (regular presence is needed in order to observe and ensure efficiency)
• Work with Internal Control for the deployment of in-store procedures and compliance - the Store Handbook.
• Work with Visual Merchandising, CX and Communication to ensure any in-store animation/event/window change takes into consideration operational impact on stores.
• Ensure any price change is correctly deployed, with a clear communication to the stores.

Competencies

• At least 5 years relevant experience in a retail environment
• Retail and service-oriented, with good knowledge of front and back-office operations, acquired through previous experience in sales or operations.
• Strong project management skills and good analytical skills
• Cross-functional working skills and good communicator (across multiple levels of management and ability to work with diverse cultures)
• In-depth knowledge of retail tools (eg. Cegid, Hpad, HCare..)
• Hands-on / "can do" attitude, pragmatism, and proactivity.
• Rigorous, structured, organised and reliable.
• Fluent in English; French is an advantage.
• Flexibility to work on weekends and extended hours, as required.
• Excellent communicator and collaborator

"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"