Assistant Store Operations Manager, HSR

MAIN 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 in 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) by setting up follow-up routines in the schedules of your team.
• 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 ServicesBe 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 and/or cashiers 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)

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 a perfectly accurate use of their digital tools and be the store’s key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures.
• Be responsible for the application of procedures related to internal control and health & safety

Store Administration*HR & Store Team Administration** Manage the staff rosters to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.

• Coordinate with external agencies to plan external / temporary staff
• Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.

Store orders* 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.
• Review RDI and CC expirations and implementation of improvements when necessary

Stock takes & cycle counts

• Preparation of stock takes, cycle counts and investigation of discrepancies
• Produce the final report for Finance department (to be validated by Store Director)
• 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
• Develop your team member’s ability to back each other up in cas