Job Category: Retail - Store OperationsDegree Level: High School Diploma / A LevelsJob Description:MAIN RESPONSIBILITIESBack Office Customer Service ManagementManagement and follow-up of Customer ServicesManage 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)Be a real partner to sales team to optimize and simplify the back-office follow-up of those servicesPerformance follow-up and continuous improvement on Customer ServicesBe responsible for the business performance of all service-related operationsMonitor conversion rates and average duration for reservations and customer requestsMonitor lead times at each relevant step of the aftersales & repair life cycleChallenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store2. Internal Control & ProceduresTill ControlSupport till activities only if neededStock ControlAssist the stock team when needed in reviewing and correcting negative stocks or stock discrepanciesCompliance and knowledge on internal proceduresManage the store archiving for relevant documents, following local and group internal control rulesBe responsible for the application of procedures related to internal control and health & safetySupport sales teams through the use of 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 issue3. Store Team AdministrationStore AdminAssist in managing the staff rotas to optimize sales floor coverageCoordinate with external agencies to plan external/temporary staffManage and organize internal communicationStore ordersBe responsible and supervise the allocation of staff uniformsOrganize the supply of office stationery, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicingFollow-up on general costsMaintenance & SecurityBe responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely interventionManage internal and external security agentsREQUIREMENTS & CAPABILITIESPassionate about retail and luxurySignificant previous experience in an administrative / operations position, preferably in a Retail environmentOrganized, rigorous, and reliable, able to organize his/her work autonomously and to anticipateService and customer-oriented with excellent communication skillsProficient with Excel / IT toolsTeam playerLanguage requirements: fluency in English is mandatory (written and oral)About Us:"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"
