Assistant Store Operations Manager

Major 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 with 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)
+ 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 in 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

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)


* 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 perfectly accurate use of their digital tools and be the store's key user on Service-related processes
+ Be responsible for the application of procedures related to internal control and health & safety

Store Administration


* Store Team Administration
+ Manage the staff roster by optimizing sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
+ Coordinate with external agencies to plan external / temporary staff
+ 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 Controls
+ Put in the necessary measures to ensure that the stocks processes are well managed and maintained; inbound, outbound, damaged, returns and transfers.
+ Oversee the stock team when needed in reviewing and correcting negative stocks or stock discrepancies.
+ Preparation of stock takes, cycle counts and investigation of discrepancies
+ Implement corrective actions to improve future stock takes results (method...