Operations Team Leader

Responsibilities:


* Be a real partner to sales team to optimize and simplify the back-office follow-up of all customer services, complaints, and repair cases, etc.


* Responsible for the business performance of all service-related operations by monitoring the various KPIs


* Support on store opening and closing and ensure accuracy of till controls and cash remittances


* Review and comment all relevant reports related to till operations in the dedicated internal tool


* Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies


* Act as a trainer for new joiners on processes & tools, communicate new features and or procedures


* Manage the staff rosters to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.


* Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms


* Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing


* Follow up closely the quality of interactions of Sales & Service team with customers and make sure they are in line with Hermès Standards of Excellence


* Manage and supervise the internal leather artisan and/or tailor; if any


* Organize weekly morning briefing with Sales & Service Team and provide regular feedbacks to your Boutique Manager

Requirements:


* Minimum 6 years relevant retail management operation experience in luxury brand, high-end fashion, jewelry and watch retailing industry or in similar capacity


* Well-organized, rigorous, and reliable, able to organize his/her work autonomously


* Pleasant, hard-working, service-minded with excellent communications skills


* Proficient with computer skills and MS Office


* Fluent in spoken Cantonese, English, and Mandarin