Management of the team overseeing store operations, Press Showroom operations, and Regional After-Sales Hub operations.
Participate actively in the recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews…
Transversal management
Work in constant cooperation with the store management team
Liaise with corporate: be the entry point at store level for all matters related to operations in stores
Continuous process improvement and performance follow-up
Optimization of operations in store
Roll out the Group Policies & Procedures for in-store operations
Support store management in redefining store back and front-office organization
Deliver trainings on store tools (Cegid, MyHpad, My Stock App, Hermès Care, H-Link…)
Ensure proper use of the tools: for newcomers and for all users when new functions are implemented
Inform and liaise with DSI in Paris with regards to any misfunctioning or suggested improvements based on identified business needs
Responsible for facilitating the integration of Omnichannel tools in stores
Support the deployment and transformational challenges related to omnichannel flows in stores
Enhance operability between Customer Relationship Centers (CRC) and stores to optimize overall operational efficiency.
KPI OPS follow-up
Implement, maintain and animate a KPI oriented mindset for store operations to ensure efficiency, standards for quality and customer service
Stock Accuracy
Stock on Hold
Conversion Rate: Reservations and Customer Requests
Stock Operations Management
Ensure ideal stock organization and efficiency in all stores
Systematically share best practice, both across stores and within your area
Insist on exceptional standards in back-office areas and stockrooms, in line with Group guidelines and to support efficiency in sales
Back Office Customer Service Management
Commercial and administrative support
Manage the destocking operations / special sales: pass the information to the stores and assist them in any issue, control the products pre-sale, organize the sale (including coordinate with temporary staff), organize transfers to Paris
Coordinate the yearly price update: check consistency with Finance, valid prices in Cegid, pass on the information to the stores, make sure deadlines are met
Check with Internal Control the cycle count schedule proposed by the stores
Coordinate relationships with logistics provider
Regional After-sales HUB management
Manage regional repair, from assessment and quotation to repair coordination and follow-up
Oversee the local workshop team, including two craftsmen
Develop and continuously improve the Hub’s service level and support stores across the region.
Maintain regular coordination with Group teams to ensure alignment of processes, standards and service expectations
Deployment of Retail Projects
Take the lead in rolling out Retail Projects across the region through proper project management (planification, budgeting, communication, implementation, and training)
Provide operational support to Real Estate teams for all store openings and renovation projects across the region, ensuring store operations requirements are addressed
Organize and coordinate regional Exceptional Sales in close collaboration with Retail Merchandising, Finance, Logistics, Security and Communications teams.
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