Sales & Service Support Supervisor, 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 Services

• Lead and Monitor the business performance of all service-related operations, ensuring alignment with business objectives

  • Supervise and analyze conversion rates and average durations for reservations and customer requests

  • Monitor lead times at each relevant step of the aftersales & repair lifecycle process, identifying bottlenecks and proposing corrective actions when needed

  • Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store

  • Actively review workflows for better efficiencies

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 

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 Assistant Store Manager (BOH)

• Develop your team member's ability to back each other up in case of absence

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 on all knowledge and skills necessary to the pursuit of the team's objectives

• Be responsible for the yearly appraisals of your team members: monitor the development of all expected hard and soft skills, set the objectives for the following year, anticipate career path possibilities

Recruitment

• Participate actively in the recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews etc.

PERFORMANCE INDICATORS

• Relevant service-related KPIs (lead times, turnover generated from services, conversion rates etc)

• Individual contribution to the efficiency and quality of store administration / operations

• Quality of relationship and partnership with the sales team

  • Quality of relationships with customers

REQUIREMENTS & CAPABILITIES

• Passionate about retail and luxury

  • Minimum 6 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

  • Language requirements: fluency in English is mandatory (written and oral)