Retail Operations Manager Benelux-Nordics

OVERALL MISSION
The Retail Operations Manager's role is to ensure the highest standards of Retail Operations performance in terms of organization and efficiency within the stores in order to enhance the client experience.
She/He is in charge to support the store teams by optimizing tools and sharing best practices in accordance with corporate policies, processes, and values.
The Retail Operations Manager spends time in store to understand the needs and reality on the field and therefore provide daily support, information, and trainings.
The Retail Operations Manager proposes improvements to the subsidiary (process, organisation, tools), implements projects developed by the group or by Europe and shares best practices with the Retail Director and European counterparts.

KEY RESPONSIBILITIES

1.

Management and coordination

Direct management : Manage the HBN Retail Operation Officer

Transversal management


* Work in constant cooperation with the Store Management team and Store Operation Managers


* Liaise with corporate: be the entry point at store level for all matters related to operations in stores
Recruitment

Participate actively in the recruitment process for your team and Stores BOH Teams, with the support of your HR department: sourcing relevant profiles, conducting interviews etc.

2.

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 when needed


* 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 HDTI 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

3.

Deployment of Retail Operation Projects

Take the lead in rolling out Retail Operation Projects across the region through proper project management (planification, budgeting, communication, implementation, and training)


* Be the local correspondent for all such projects (upcoming strategic project Vémars launch in the Nordics

Train sales and back-of-house teams to use new tools resulting from projects and ensure continuous high standards of usage

Advise Retail Director in order t...