Responsibilities:

Be a real partner to sales team to optimize and simplify the back-office follow-up of all customer services, complaints, and repair cases, etc.
Responsible for the business performance of all service-related operations by monitoring the various KPIs
Support on store opening and closing and ensure accuracy of till controls and cash remittances
Review and comment all relevant reports related to till operations in the dedicated internal tool
Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
Act as a trainer for new joiners on processes & tools, communicate new features and or procedures
Manage the staff rosters to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms
Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
Follow up closely the quality of interactions of Sales & Service team with customers and make sure they are in line with Hermès Standards of Excellence
Manage and supervise the internal leather artisan and/or tailor; if any
Organize weekly morning briefing with Sales & Service Team and provide regular feedbacks to your Boutique Manager

Requirements:

Minimum 6 years relevant retail management operation experience in luxury brand, high-end fashion, jewelry and watch retailing industry or in similar capacity
Well-organized, rigorous, and reliable, able to organize his/her work autonomously
Pleasant, hard-working, service-minded with excellent communications skills
Proficient with computer skills and MS Office
Fluent in spoken English, and Mandarin

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family-owned French house that employs nearly 25,185 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

Operation Team Leader