Job Description

OVERALL MISSION: he/she is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), for accurate till control procedures, and he/she supports the Store Management in the general administration of the store, in order to ensure smooth functioning and facilitate day-to-day operations.

General Role

OVERALL MISSION: he/she is responsible for the back-office management and consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), for accurate till control procedures, and he/she supports the Store Management in the general administration of the store, in order to ensure smooth functioning and facilitate day-to-day operations.

Main responsibilities

MAIN DUTIES

• 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) by setting up follow-up routines.
• 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 durations for reservations and customer requests
• Monitor lead times at each relevant step of the aftersales & repair lifecycle
• Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
• Internal Control and procedures

• Till controls
• Support on morning store opening (till opening, key checks etc)
• Supervise till closing with sales teams after the store has been closed
• Be responsible for accurate till controls and cash remittances (to the safe, to the bank)
• Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)
• Stock Controls
• 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 the local and Group internal control rules
• Support sales teams towards a perfectly accurate use of their digital tools and be the store\xe2\x80\x99s key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
• Be responsible for the application of procedures related to internal control and health & safety
• Store Administration

• HR & Store Team Administration
• Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
• Coordinate with external agencies to plan external / temporary staff
• Liaise with your HR department to consolidate resumes and applications received at store level
• Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.
• Store orders
• Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
• Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
• Follow-up general costs
• Maintenance & Security (depending on stores, this responsibility can also be assigned to the Stock Manager)
• Be responsible for store day-to-day maintenance (lighting, cleaning, access, security\xe2\x80\xa6): coordinate with suppliers and Head Office, ensure timely interventions, control the quality
• Manage internal and external security agents

• Passionate about retail and luxury
• Significant previous experience in administrative / operations position, preferably in Retail environment
• Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
• Service- and customer-oriented (internal and externa customers), with excellent communication skills
• Proficient with Excel / IT tools
• Team player - first experience of management appreciated if supervising security and/or tailor and artisan

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