Retail Operations Manager

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 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 training. 

MAIN DUTIES

1. Management and coordination

   • Team Management

     • Management of the team overseeing store operations, Press Showroom operations, and Regional After-Sales Hub operations.

     • Participate actively in the recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews…

   • Transversal management

     • Work in constant cooperation with the store management team

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

1. 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

     • 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 DSI 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

       1. Stock Accuracy 

       2. Stock on Hold 

       3. Conversion Rate: Reservations and Customer Requests

           

2. Stock Operations Management

   • Ensure ideal stock organization and efficiency in all stores

     • Systematically share best practice, both across stores and within your area

     • Insist on exceptional standards in back-office areas and stockrooms, in line with Group guidelines and to support efficiency in sales

1. Back Office Customer Service Management

   • Commercial and administrative support

     • Manage the destocking operations / special sales: pass the information to the stores and assist them in any issue, control the products pre-sale, organize the sale (including coordinate with temporary staff), organize transfers to Paris

     • Coordinate the yearly price update: check consistency with Finance, valid prices in Cegid, pass on the information to the stores, make sure deadlines are met

     • Check with Internal Control the cycle count schedule proposed by the stores

     • Coordinate relationships with logistics provider

   • Regional After-sales HUB management

     • Manage regional repair, from assessment and quotation to repair coordination and follow-up

     • Oversee the local workshop team, including two craftsmen

     • Develop and continuously improve the Hub’s service level and support stores across the region.

     • Maintain regular coordination with Group teams to ensure alignment of processes, standards and service expectations

1. Deployment of Retail Projects

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

     • Provide operational support to Real Estate teams for all store openings and renovation projects across the region, ensuring store operations requirements are addressed

     • Organize and coordinate regional Exceptional Sales in close collaboration with Retail Merchandising, Finance, Logistics, Security and Communications teams.

PROFILE

• Minimum 5 years of retail experience in an operation position

• Management experience and excellent behavioral and communication skills, leadership, ability to work with store teams and liaise with corporate 

• High level of understanding of supply chain basic concepts and service and customer-oriented 

• Organized, rigorous, reliable, and able to anticipate and prioritize the activities of a team 
• Analytical mindset 
• Proficient with Microsoft Office Suite 
• Language requirements: local language, English fluent (written and oral) 
• Regular trips to the stores