Sales & Service Support Supervisor, HSR

2 weeks ago

Singapore Hermès Full time

Overview Join to apply for the Sales & Service Support Supervisor, HSR role at Hermès . Back Office Customer Service Management, Store Administration and Team Leadership are core areas of responsibility for this role. Responsibilities Back Office Customer Service Management: manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.), and set up follow-up routines in the team schedules. Ensure follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests) and optimize back-office follow-up in collaboration with the sales team. Performance follow-up and continuous improvement on customer services: monitor business performance of service-related operations and ensure alignment with objectives. Store Administration: HR & store team administration including rosters for sales floor coverage, coordinating external/temporary staff, and internal communications. Store orders: oversee staff uniforms, office supplies, and coordinating with suppliers for delivery and invoicing. Maintenance & Security: manage day-to-day store maintenance and security in coordination with suppliers and Head Office. Team Management: monitor quality of customer interactions in line with Hermès standards; lead weekly briefings and support Assistant Store Manager; develop teams to cover absences. Individual performance and development: participate in training for newcomers, coach team members, and conduct yearly appraisals with objective setting and career development planning. Recruitment: participate in the recruitment process with HR support (sourcing, interviews, etc.). Requirements & Capabilities Passionate about retail and luxury. Minimum 6 years of working experience. Significant previous management experience in administrative/operations positions, preferably in a retail environment. Very organized, rigorous and reliable; able to work autonomously and anticipate needs. Service- and customer-oriented (internal and external customers) with excellent communication skills. Proficient with Excel / IT tools. Team player; management experience is appreciated. Language requirements: fluency in English (written and spoken) is mandatory. Additional Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industries: Retail, Luxury Goods and Jewelry #J-18808-Ljbffr

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