Job Description

Main Responsibilities
1. 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 the 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 after-sales & repair life cycle
• Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in the 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 of internal procedures

• Manage the store's 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)
• Store-based environment

"Createur, artisan et marchand d'objets de haute qualite, Hermes est, depuis 1837, une maison francaise, familiale et independante qui emploie pres de 25 185 collaborateurs dans le monde. Anime par un esprit d'entreprendre continu et une exigence constante, Hermes cultive la liberte et l'autonomie de chacun grace a un management responsable. L'entreprise perpetue la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matieres d'exception. Seize metiers artisanaux irriguent la creativite de la maison dont les collections rayonnent dans pres 300 magasins dans le monde."

Skills Required