Sales & Service Support Supervisor, HSR

MAIN RESPONSIBILITIES:

Back Office Customer Service Management

Management and follow-up of Customer Services


* Contribute to your team's effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)


* Ensure follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow-up routines in the schedules of your team.


* Be a real partner to sales team to optimize and simplify the back-office follow-up of those services

Performance follow-up and continuous improvement on Customer Services


* Lead and Monitor the business performance of all service-related operations, ensuring alignment with business objectives
+ Supervise and analyze conversion rates and average durations for reservations and customer requests
+ Monitor lead times at each relevant step of the aftersales & repair lifecycle process, identifying bottlenecks and proposing corrective actions when needed
+ Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
+ Actively review workflows for better efficiencies

Store Administration

HR & Store Team Administration


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


* Coordinate with external agencies to plan external / temporary staff


* Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.

Store orders


* Oversee the allocation of staff uniforms: fitting, order, alterations, dry cleaning, spare uniforms


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

Maintenance & Security


* Be responsible for store day-to-day maintenance (lighting, cleaning, access, security...): coordinate with suppliers and Head Office, ensure timely interventions, control the quality


* Manage internal and external security agents

Team Management

Global performance follow-up


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


* Organize weekly morning briefs with your team and provide regular feedbacks to your Assistant Store Manager (BOH)


* 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 f...