Operation Executive

MAIN DUTIES

Back Office Customer Service Management


* Management and follow-up of Customer Services


* Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)


* Be responsible for the quality of 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.


* 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 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)


* Stock Controls


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


* Compliance and knowledge on 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, support the team on any issue


* 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


* Liaise with your HR department to consolidate resumes and applications received at store level


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


* Store orders


* 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


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