Operation Team Leader

Responsibilities:
1. Team Management & Development
• Functional Development & Leadership
。 Lead and develop the Operations team (Sales & Service Support, and Stock teams) to enhance functional expertise and ensure operational excellence.
。 Define clear cross-functional roles and collaboration frameworks, regularly reporting retail observations and identified issues to the company, and track progress to guarantee smooth and effective execution.
。 Strengthen collaboration between Operations and Sales teams to drive efficiency, synergy, and improved business results.
• Performance Monitoring & Training
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Monitor daily retail operations, identify on-site challenges, and escalate key issues and improvement needs to the Boutique Manager in a timely manner.
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Train and mentor your team members to enhance their independence, job knowledge, and soft skills as well as behavioral abilities.
 

2. Store Operations & Compliance
• Inventory & Space Management
。 Lead and oversee the Stock team to ensure accurate inventory control, efficient stock movement, and optimal space organization.
。 Supervise replenishment planning and execution to guarantee product availability, timely stock rotation, and alignment with sales and operational needs.
• Corporate Policy & IT Tool Implementation
。 Oversee the implementation, optimization, and monitoring of company policies, audit priorities, workflows, and operational systems, regularly reporting retail findings and identified issues to the company.
。 Coordinate the implementation of new IT tools introduced by the company, including learning system functions, providing retail insights, assisting in testing, and ensuring full and accurate deployment at the store level.
• Operational Control
。 Ensure operational accuracy during store opening and closing by supervising till controls and reviewing internal control reports.
。 Manage the staff roster to optimize sales floor coverage while balancing overtime, paid leave, sick leave, and accident absences.
•Store Supplement Supervision
Direction du Conseil Interne
。Oversee and evaluate outsourced service providers, including cleaning, security, floral, alteration, and dry-cleaning vendors, ensuring service quality, compliance, and cost efficiency.
。 Supervise and ensure proper procurement management, including office stationery, food & beverage, and other operational tools; monitor supplier performance, delivery timelines, and order accuracy.
 

3. Customer Service & Sales Support
• Service Operations & Process Optimization
。 Act as a true partner to the Sales team to optimize and monitor all back-office processes related to customer services, including after-sales follow-up and repair management.
。 Supervise and evaluate the quality of customer interactions conducted by the Sales and Service teams, ensuring alignment with Hermès Standards of Excellence and overall client experience objectives.
• Performance Monitoring
。 Oversee and monitor the business performance of all service-related operations by analyzing key performance indicators (KPIs) and identifying areas for improvement. 

Requirements:
• Minimum 5 years relevant retail management operation experience in a luxury brand, high-end fashion, jewelry, and watch retailing industry, or in a similar capacity.
•Management experience and excellent behavioral and communication skills/leadership, ability to work with sales teams and liaise with corporate.
• Well-organized, meticulous, and reliable, with the ability to foresee, coordinate, and prioritize team tasks.
• Pleasant, hard-working, service-minded with excellent communication skills.
•Strong analytic skills in forecasting stock inventory, experience with data platforms is a plus.
•Proficient with Excel / O365 / IT tools.
• Fluent in spoken English and Mandarin.