Job Description

:MAIN RESPONSIBILITIES:Back Office Customer Service ManagementManagement and Follow-Up of Customer Service

• 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

Internal Control & ProceduresTill 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

Store Team AdministrationStore 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 interventions
• Manage internal and external security agents

REQUIRED EXPERIENCE & COMPENTENCIES:

• Passionate in luxury retail industry
• Significant previous experience in administrative / operations position, preferably in Retail environment
• Organized, rigorous and reliable, able to organize his/her work autonomously
• 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)

About Us:A creator, artisan and seller of high-quality objects since 1837, Herm\xc3\xa8s is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Herm\xc3\xa8s 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 m\xc3\xa9tiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.About the Team:Hermes may be the name of a company, but it is above all the name of a family who, for nearly two centuries, has been shaping the history of a Parisian house based on expertise and quality, tradition and innovation. A harness maker then a saddler, Hermes now channels its creativity through 14 metiers. The key values remain the same: high standards and authenticity, elegance and simplicity, imagination and daring.An independent family business, Hermes continues to live by its French tradition of craftsmanship by creating and producing beautiful, useful and lasting objects. The Company brings together more than 13,000 employees in 50 countries and 60 subsidiaries, all artisans in their own way and all committed to the long term development of the company.

Herm\xc3\xa8s