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)A contract role for 6 months from September 2025.About Us:"Créateur, artisan et marchand d'objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d'entreprendre continu et une exigence constante, Hermès cultive la liberté et l'autonomie de chacun grâce à un management responsable. L'entreprise perpétue la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matières d'exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde."
