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Job Description
Key Responsibilities
1. Back Office Customer Service Management
o Management and follow-up of Customer Services
o Contribute to your team's effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
o Be responsible for the quality of follow-up for all customer services (customer requests, special and personalised orders, reservations and wishes, remote sales, repair requests, online sales) by setting up follow-up routines in the schedules of your team.
o Be a real partner to sales team to optimise and simplify the back-office follow-up of those services.
2. Performance follow-up and continuous improvement on Customer Services
o Be responsible for the business performance of all service-related operations.
o Monitor conversion rates and average durations for reservations and customer requests.
o Monitor lead times at each relevant step of the aftersales & repair lifecycle.
o Challenge the recourse to the customer request service by sales team when relevant, to push sales for products available in store.
o Manage and supervise the work of internal leather artisan and/or tailor if any.
3. Internal Control and Procedures
o Till controls
o Support on morning store opening (till opening, key checks etc).
o Supervise till closing with sales teams and/or cashiers after the store has been closed.
o Be responsible for accurate till controls and cash remittances (to the safe, to the bank).
o Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales).
o Stock Controls
o Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies.
o Compliance and knowledge on internal procedures
o Manage the store archiving for relevant documents, following the local and Group internal control rules.
o 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, support the team on any issue.
o Be responsible for the application of procedures related to internal control and health & safety.
4. Store Administration
o HR & Store Team Administration
o Manage the staff rotas to optimise sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
o Coordinate with external agencies to plan external / temporary staff.
o Liaise with your HR department to consolidate resumes and applications received at store level.
o Manage and/or organise internal communication: information dispatch, notes, organisation chart or contact list updates, etc.
o Store orders
o Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms.
o Ensure the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing.
o Follow-up general costs.
o Maintenance & Security
o Be responsible for store day-to-day maintenance (lighting, cleaning, access, security...): coordinate with suppliers and Head Office, ensure timely interventions, control the quality.
5. Team Management
o Global performance follow-up
o 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.
o Organise weekly morning briefs with your team and provide regular feedbacks to your Store Manager.
o Develop your team member's ability to back each other up in case of absence.
o Individual performance follow-up and development
o Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities.
o Continuously coach and train your team members on all knowledge and skills necessary to the pursuit of the team's objectives.
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