Fixed Term Contract - FRA/ENG/ITA Client Services Team Manager E-commerce

Entity: Hermès Sellier, division Hermès Distribution Europe

Department: E-Retail 

Status: Mission from asap to end of year 

Hours: Monday through Friday, 5 days a week – occasional work on Saturdays and bank holidays.  

Place of work: Paris

Within the Hermès.com Europe, you will be part of the Client & Service Department, manage a team of around 10 client advisors and will be responsible for the excellence of customer relations, regardless of their purchasing channel.

Working Environment 

You will manage, recruit, develop and support the team on a daily basis to reach high standards of customer service quality.

You will manage a team of around 10 client advisors and report to one of the E-store managers.

As a member of the Client Relation Center (CRC) Management team, you work in close collaboration with other Team Managers, ensuring aligned processes, communication and organization within the CRC.

Your daily motivation is to develop and assist the team in a positive and challenging spirit!

Team development

• Recruiting CRC agents, based on needs for the CRC provided by E-store managers & HR
• Assuring integration, as well as on and offboarding of CRC agents (with Office Manager)
• Managing and developing the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone’s commitment to a good teamwork
• Embodying Hermès values with the team/customers and ensure mutual aid, aiming for excellence and caring within the team
• Evaluate the people in the team on an individual basis, both regularly and during mi-annual and annual interviews 
• Ensuring the development of the skills of his/her team, by listening to individual and collective needs, and by passing on information to the Training Manager, in order to set up appropriate training. 
• Assure training program with Training Manager in line with team member presence and coherence of their needs
• Coaching each team member with regular individual meetings:
• To ensure good integration and give feedback on KPI’s achievements (pick up rate, mails, sales)
• To reach standard of Customer Service level and enable each team member to improve competences 

Monitoring and Support

• Monitor the KPI's (daily basis and individual ones) related to his/her team and propose actions to improve its performance and sharing with the E-store manager
• Ensure compliance with processes regarding clients and subsidiaries and support the team in improving customer relations 
• Support team in dispute cases with clients - Alert E-store manager in case of problems/litigation/difficult cases and propose solutions  
• Take managerial decisions in order to solve client disputes
• Management of team planning / team presence 
• Management of vacation validation (in ADP and Excel sheet)

Communication

• Organize regular Morning Briefs with the team to share information, processes, best practices (+ animation of Morning Briefs in a creative and stimulating way)
• Assure coherence within the whole E-com team in the communication processes and regular exchange by sharing information with other Team Leaders of different services 
• Share information and feedback with E-store manager concerning the Team, disputes, processes, malfunctioning - in order to offer improvement propositions
• Regular reporting of team performance to the E-store manager 

Benefic aspects for you

• You are joining a dynamic, international team with lots of interactions with different departments
• You are autonomous and proactive in your daily organization
• You benefit from a wide range of missions 
• You help to empower your team and enable them to grow personally and professionally
• You are in contact with the subsidiaries of your perimeter

This position fits you, if you are

• Experienced as a manager
• Open-minded, capacity to work in a team spirit and leadership
• Client service oriented and eager to provide excellent customer experience
• Able to drive and energize day-to-day performance by working closely alongside teams in the open workspace to achieve our objectives
• KPI’s and solution oriented, being able to “think out of the box”
• Trilingual English/French/Italian