Operations Manager Copenhagen

The role of the Operations Manager contributes to the quality of customer service by ensuring an optimal management of stock, service and maintenance. With the support of the back-of-house team, he/she is responsible for continuous and permanent stock accuracy between system-based and physical stocks, for overall organization and tidiness of all storage areas, in strict compliance with Group and local procedures. He/she supervises the After-Sales activities of the store and is fully in charge of the management of all maintenance issues and the roll out of operational projects in the store.

1) Team management
Manage BOH Teams (Stock/Sales & Service team/Cashiers), organize and prioritize day-to-day activities according to business needs and ensuring the best stock and After-sales service at all times

2) Transversal management

• Work in constant cooperation with store management team
• Liaise with the region’s and Paris Head Office for all matters related to stock, After-Sales, internal control and maintenance issues

1) Day-to-day operations and controls for a perfect stock accuracy

• Manage and supervise the team in processing all incoming and outbound product flows, while ensuring perfect synchronization between physical and system-based flows 
• Stock takes & cycle counts 
• Implement corrective actions to improve future stock takes results and reduce shrinkage

2) Cash Procedures and Cashier Operation Management

• Coordinate the cashier’s procedures
• Support the training of new process and align the team on new legal rules
• Train the team in payment procedure, ensure there are performing with company luxury standard

3) Be Brand Ambassador in managing Customer Reclaim and guidelines on After Sales

• Act as a point of reference to the team, together with the SSS, regarding After Sales activity (repairs, defective products etc.) 
• Follow up of defective claims or repairs sent to the SAV Department in Bobigny, with the objective of constantly improving the quality of after sales service given to our customers (time delay, price, quality of answer)
• Regularly assess the quality of suppliers used locally which undertakes repairs on behalf of Hermès.

4) Continuous process improvement and performance follow-up
Be responsible for implementation, training & adherence of operations-related procedures

5)  Maintenance & Security

• Be responsible for the day-to-day maintenance of the store: coordinate with suppliers and the Retail Operations Manager based in Brussels to ensure timely interventions and control the quality
• In collaboration with the Store Manager, propose long-term planning for maintenance issues to Retail Operations Manager/Maintenance & Facility Manager.
• Ensure the store routine maintenance activities are done in respect of the local law
• Manage External Vendors
• Be responsible for the application of procedures related to internal control and health & safety

6) Store Administration

• Ensure the administrative activities are done with the Company Guidelines
• Ensure all CRC requests are answered in a timeline manner, by the SSS team
• Expenses management (COUPA)
• Uniform and Clothing Management
• Store Staff Planning

• Minimum 10 years of Retail experience including solid experience in store operations
• Management experience and excellent behavioral and communication skills
• Ability to work with sales and head office teams
• Very organized, rigorous and reliable
• Able to anticipate, organize and prioritize the activities of a small team
• Strong problem-solving capabilities and outstanding organizational skills
• Service-oriented, proactive to propose improvements and support other team members
• Demonstrate good team spirit
• Proficient with Excel/IT tools
• Fluent English. Danish is an asset
• Very good knowledge of retail IT systems (eg CEGID)