Assistant Store Operations Manager

Job description

Major Responsibilities

Back Office Customer Service Management Management and follow-up of Customer Services

• Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow-up with 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) 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 in 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 Internal
• Control and procedures Till controls
• Support on morning store opening (till opening, key checks etc.)
• Supervise till closing with sales teams and/or cashiers after the store has been closed Be responsible for accurate till controls and cash remittances (to the safe, to the bank) Compliance and knowledge of internal procedures
• Manage the store archiving for relevant documents, following the local and Group internal control rules
• Support sales teams towards perfectly accurate use of their digital tools and be the store’s key user on Service-related processes Be responsible for the application of procedures related to internal control and health & safety

Store Administration Store Team Administration

• Manage the staff roster by optimizing sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
• Coordinate with external agencies to plan external / temporary staff
• Oversee the allocation of staff uniforms: fitting, order, alterations, dry cleaning, spare uniforms
• Oversee the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing Maintenance & Security Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality
• Manage internal and external security agents

Stock Management Stock

• Controls Put in the necessary measures to ensure that the stocks processes are well managed and maintained; inbound, outbound, damaged, returns and transfers.

Oversee the stock team when needed in reviewing and correcting negative stocks or stock discrepancies. Preparation of stock takes, cycle counts and investigation of discrepancies Implement corrective actions to improve future stock takes results (methods, tool, training…) and reduce shrinkage.

Team Management Global performance follow-up

• Follow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellence
• Organize weekly morning briefs with your team and provide regular feedbacks to your Store Manager Individual performance follow-up and development
• Participate in the training process for newcomers in your team; Hermès culture, product knowledge and other specific job responsibilities Continuously coach and train your team members in all knowledge and skills necessary to the pursuit of the team’s objectives Requirements: Passionate about retail and luxury Minimum
• 5 years of working experience Significant previous management 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 Language requirements: fluency in English is mandatory (written and oral)