Assistant Store Operations Manager, 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

Be responsible for the business performance of all service-related operations:


* Monitor conversion rates and average durations for reservations and customer requests


* Monitor lead times at each relevant step of the aftersales & repair lifecycle


* Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store

Internal Control and Procedures

Till controls


* Support on morning store opening (till opening, key checks etc)


* Supervise till closing with sales teams and/or cashiers after the store has been closed


* Be responsible for accurate till controls and cash remittances (to the safe, to the bank)


* Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)

Compliance and knowledge of internal procedures


* Manage the store archiving for relevant documents, following the local and Group internal control rules


* Support sales teams towards a perfectly accurate use of their digital tools and be the store's key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures.


* Be responsible for the application of procedures related to internal control and health & safety

Store Administration

HR & Store Team Administration


* Manage the staff rotas 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

Stock Management

Stock Contr...