Job Category: Sales development & Retail Support - Sales, Travel RetailDegree Level: High School Diploma / A LevelsJob Description:MAIN RESPONSIBILITIES:Back Office Customer Service ManagementManagement and follow-up of Customer ServicesContribute 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 servicesPerformance follow-up and continuous improvement on Customer ServicesLead and Monitor the business performance of all service-related operations, ensuring alignment with business objectivesSupervise and analyze conversion rates and average durations for reservations and customer requestsMonitor lead times at each relevant step of the aftersales & repair lifecycle process, identifying bottlenecks and proposing corrective actions when neededChallenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in storeActively review workflows for better efficienciesStore AdministrationHR & Store Team AdministrationManage 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 staffManage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.Store ordersOversee the allocation of staff uniforms: fitting, order, alterations, dry cleaning, spare uniformsOversee the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicingMaintenance & SecurityBe responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the qualityManage internal and external security agentsTeam ManagementGlobal performance follow-upFollow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellenceOrganize 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 absenceIndividual performance follow-up and developmentParticipate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilitiesContinuously coach and train your team members on all knowledge and skills necessary to the pursuit of the team's objectivesBe 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 possibilitiesRecruitmentParticipate actively in the recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews etc.PERFORMANCE INDICATORSRelevant service-related KPIs (lead times, turnover generated from services, conversion rates etc)Individual contribution to the efficiency and quality of store administration / operationsQuality of relationship and partnership with the sales teamQuality of relationships with customersREQUIREMENTS & CAPABILITIESPassionate about retail and luxuryMinimum 6 years of working experienceSignificant previous management experience in administrative / operations position, preferably in Retail environmentVery organized, rigorous and reliable, able to organize his/her work autonomously and to anticipateService- and customer-oriented (internal and externa customers), with excellent communication skillsProficient with Excel / IT toolsTeam player - first experience of management appreciatedLanguage 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"
