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 in order 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 trainings.
The Retail Operations Manager proposes improvements to the subsidiary (process, organisation, tools), implements projects developed by the group or by Europe and shares best practices with the Retail Director and European counterparts.
KEY RESPONSIBILITIES
1. Management and coordination
Direct management : Manage the HBN Retail Operation Officer
Transversal management
* Work in constant cooperation with the Store Management team and Store Operation Managers
* Liaise with corporate: be the entry point at store level for all matters related to operations in stores
Recruitment
Participate actively in the recruitment process for your team and Stores BOH Teams, with the support of your HR department: sourcing relevant profiles, conducting interviews etc.
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 when needed
* 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 HDTI 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
* Stock Accuracy
* Stock on Hold
Conversion Rate: Reservations and Customer Requests
* Deployment of Retail Operation Projects
Take the lead in rolling out Retail Operation Projects across the region through proper project management (planification, budgeting, communication, implementation, and training)
* Be the local correspondent for all such projects (upcoming strategic project Vémars launch in the Nordics
Train sales and back-of-house teams to use new tools resulting from projects and ensure continuous high standards of usage
Advise Retail Director in order to determine priority of projects through a Yeary Operational Roadmap
1. Stock Operations Management
2. Ensure ideal stock organization and efficiency in all stores
3. Systematically share best practice, both across stores and within your area
Insist on exceptional standards in back-office areas and stock rooms, in line with Group guidelines and to support efficiency in sales
4. Back Office Customer Service Management
Commercial and administrative support
* Manage the destocking operations : pass the information to the stores and assist them in any issue, organize transfers to Paris
* Align with Internal Control on the cycle count approach for the year
After-sales
* Define and implement customer service guidelines (e.g. customer information, packaging of local repairs, goodwill gesture …)
* Manage local repairs providers and define pricing in coordination with Finance
* Act as a point of reference to the stores regarding After Sales activity (repairs, defective products etc.)
* Regularly analyse the quality of SAV performance and processes (time delay, price, quality of answer) across the region in order to constantly improve client experience
Be in support of store teams with regards to After Sales complaints
* Store maintenance and Security
* In close collaboration with the Retail Director build and put in place an overall preventive maintenance strategy (daily operational maintenance, regular systems maintenance, local providers) to ensure all store interiors are always at Hermès level of standards
* Work with the Finance team to build and follow maintenance budgets in line with the strategy
Lead the management of security subcontractors: support stores with sourcing and requirements, ensure correct information are given to Finance for contract purpose, define budgets
PROFILE
At least 6 years' experience including a similar multi-country, high-standard Retail Operations role
Management
* Management experience and excellent behavioral and communication skills, leadership, ability to work with store teams and liaise with corporate
* Strong transversal management and allowing efficient working relations across cultures
Proven Project Management skills (including budgeting)
IT
* Very good knowledge of different retail IT systems (CEGID/SAP is a plus)
Proficient with Microsoft Office Suite
Skills & Competences
* Detail-oriented with a strong analytical sense
* Outstanding organizational skills and the capacity to work efficiently towards multiple deadlines
* Self-driven, able to work autonomously and to deal with ambiguity and changing priorities
* Organized, rigorous, reliable, and able to anticipate and prioritize the activities of a team
High level of understanding of supply chain basic concepts and service and customer-oriented
Languages and travel
* Fluent English and French
* 30% to 40% of time spent in store