Retail Operations Manager - Hermès İstanbul

Key Responsibilities

1.

Optimisation of In-Store Team


* Assess flow of traffic into stores and ensure staffing is reflective of this i.e.., staff planning.


* Collaboration with Customer Experience Manager around queue management.

Support teams to identify staff planning adjustments.


* Evaluate productivity of team members


* Assess team sizing and structure.

Develop organisational recommendations between front and back office.

Propose solutions to reduce unnecessary movement of FO staff.

2.

Optimisation of Product Flows and Store Spaces


* Define methods of optimising product flows: all inbound/outbound, customer product pick-up, sales assistants product picking (access to stock), terms and frequency of store delivery.


* Follow up on instore client services i.e.., Remote Sales, Shipping, Items on loan.


* Optimise storage areas within the store and in the back office (organisation, equipment, signage)


* Promote and maintain the 5S methodology in all areas of the stores.


* Collaboration with Logistics Administrator and Retail Merchandising Manager.

3.

Administrative Processes and Tools: Definition, Deployment, Ownership


* Regularly develop recommendations/solutions to facilitate and reduce administrative tasks in stores; encourage the digitalisation of processes.


* Carry out a permanent watch on retail practices of excellence in order to propose new approaches to the subsidiary.


* Deploy Group tools (Cegid, H-Pad, MSA, Passerelle, H+, HCare), share updates/improvements and best practices.


* Train and develop teams on these tools and increase usability and expertise of the tool usage.


* Animate the back-office community; Instill a culture of collaboration and best practice sharing (Stock and SSS), share information/updates from Group/Europe


* Promote good administrative hygiene (causes of negative stocks, long-term reservations, volume and sourcing options of customer requests)


* Provide day-to-day support to stores and centralise their feedback to Group/Europe Retail Operations teams.


* Coordinate the processes of stock takes, cycle counts, together with Internal Controller.

4.

Coordination of Projects with a Focus on Operations


* SmartOps: finalise the subsidiary transformation project.

Follow-up of certified stores, certification ensuring the maintenance of the standards, preparing them for the next phase


* Renovation / expansion / new store opening projects: taking charge of the operational coordination of each project

5.

Coordination with Group/Europe Retail Operations teams


* Develop strong collaboration and relations with Group/Europe Retail Ops, ensuring strong support and helping to promote the needs of the subsidiary


* Ensure central/local co-ordination and prioritization of retail operations projects carried out to a high standard and with planning for follow up and support


* Systematic evaluation following any project deplo...