MAIN RESPONSIBILITIES
Back Office Customer Service Management
Management and follow-up of Customer Services
Manage 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 services
Performance follow-up and continuous improvement on Customer Services
Be responsible for the business performance of all service-related operations
Monitor conversion rates and average duration for reservations and customer requests
Monitor lead times at each relevant step of the aftersales & repair life cycle
Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
2. Internal Control & Procedures
Till Control
Support till activities only if needed
Stock Control
Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
Compliance and knowledge on internal procedures
Manage the store archiving for relevant documents, following local and group internal control rules
Be responsible for the application of procedures related to internal control and health & safety
Support 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 issue
3. Store Team Administration
Store Admin
Assist in managing the staff rotas to optimize sales floor coverage
Coordinate with external agencies to plan external/temporary staff
Manage and organize internal communication
Store orders
Be responsible and supervise the allocation of staff uniforms
Organize the supply of office stationery, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
Follow-up on general costs
Maintenance & Security
Be responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely intervention
Manage internal and external security agents
REQUIREMENTS & CAPABILITIES
Passionate about retail and luxury
Significant previous experience in an administrative / operations position, preferably in a Retail environment
Organized, rigorous, and reliable, able to organize his/her work autonomously and to anticipate
Service and customer-oriented with excellent communication skills
Proficient with Excel / IT tools
Team player
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"