MAIN RESPONSIBILITIES:
Back Office Customer Service Management
Management 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 & 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
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 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)
A creator, artisan and seller of high-quality objects since 1837, Herms is an independent, family-owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Herms 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 mtiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.
