Sales & Service Support Supervisor, HSR

4 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
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