Assistant After Sales Manager, HSR

MAIN DUTIES

After Sales Services for HSR


* For all Aftersales activities



* Understand the full spectrum of aftersales processes and seek continuous improvements.


* Evaluate repairs and re-direct to the appropriate repairers when needed.


* Communicate with relevant departments to resolve issues, expedite, and monitor repairs.


* Analyze and evaluate the demand of aftersales services, to identify and implement timely solutions.


* Communicate the typology of quality alerts/defects and the next course of actions.


* Ensure that all aftersales tools are ordered by the team for the repairs.


* Ensure that the monthly KPIs are met.


* Participate in all Paris monthly or quarterly aftersales trainings and updates on community sharing.


* Support all local Aftersales training and briefings with the team.



* System and Tools
+ Gain mastery of H-Care system.
+ Design and develop aftersales internal processes and procedures.
+ Tabulate timely reports to drive actions and improve repair lead time.



* Projects and Events
+ Take lead and communicate aftersales projects and deployments including training, Leather personalization, etc.
+ Support internal and external events e.g., Leather demonstration events in stores, Discover the Workshop.

2.

Team Management


* Performance follow-up


* Follow up closely the quality of interactions of your After Sales team with customers and make sure they are in line with Hermès Standards of excellence.


* Collaborate closely with the craftsmen, logistic teams, and all other partners when need be.


* Organize regular morning briefs with your team and provide regular feedback to the Store teams.


* 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


* Support the Retail Ops Director in the key recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews when necessary.

3.

Customer Service, Resolution and Escalations


* Management and follow up of all Customer Service
+ Oversee client repairs and ensure that the service is favorable.
+ In cases of complications, to decide with the team how best to tackle these situations.
+ In cases of escalation, to inform the Management in a timely manner so that other consider...