Title: Digital Sales & Client Service Manager H/F
Company : Hermès Sellier, Hermès Distribution Europe Division
Departement : Direction e-Retail
Statut : Executive – CDI
Schedules: Monday to Saturday, 5 work days/week. Occasional availability on Sundays and public holidays.
Office: Paris 12e
Within Hermès' e-commerce & customer service entity in Europe, you will be part of the e-Retail Department and will be responsible for the excellence of distance customer relations (telephone & email in particular), regardless of their purchasing channel: stores or e-commerce. To this end, you will maintain close relations with the European subsidiaries within your scope. You are an experienced manager and you will lead and manage a team of around 15 Client Advisors, who are growing rapidly. Your daily motivation is to offer the best possible experience to clients.
What environment will you work in?
The E-commerce Europe business unit is responsible for the online distribution of Hermès products in 17 European countries, as well as distance customer service for European stores. It plays a central role in the omnichannel transformation of the region's retail activities. The Hermès Distribution Europe team currently consists of around 60 people.
You will be part of the e-Retail Department, in charge of e-commerce customer service and distance customer relations for Hermès' European stores, e-commerce sales administration for Europe and e-Retail operations (transport, logistics, IT, payments, etc.).
Within the e-Retail team, you will be more specifically responsible for the Central Europe team in charge of distance customer relations for stores and e-commerce in Germany and Switzerland. The other markets are divided between 2 other teams as follows: North team (UK, Benelux Nordics) and Southern team (Italy).
On a day-to-day basis, this is what your job will consist of:
Assisted by two Supervisors, you will manage a team of about 15 Account Executives, with 4 main objectives:
- Manage, evaluate and develop the team by empowering everyone to create a stimulating and positive atmosphere;
o Set the team's objectives and ensure that they are understood; Build and lead the team dynamic in this sense.
o Participate in the recruitment process of the supervisors and account managers of the team and ensure their successful integration.
o Ensure the development of the skills of his/her team, by listening to individual and collective needs, and by passing on information to the Deputy Director of e-Retail, in order to set up appropriate training.
o Organize regular meetings with supervisors to ensure that information flows smoothly upwards and downwards and to implement the necessary actions to achieve objectives and develop the team.
o Evaluate the people in the team on an individual basis, both regularly and during annual interviews
- Ensure excellent customer relations and service in close collaboration with the other two Digital Sales and Client Service Managers;
o Monitor the KPI's related to his/her team and propose actions to improve its performance
o Regularly exchange with the other Digital Sales & Client Service Managers, to share best practices and ensure cross-functional processes and equity between teams. To be a driving force behind the actions/services required to improve customer relations.
o Ensure compliance with processes regarding clients and subsidiaries and support the team in improving customer relations
o Alert the e-Retail Director in case of problems/litigation and propose solution
- Maintain a strong partnership with the European subsidiaries you will be responsible for and ensure the quality of the service provided.
o Create trusting relationships with the Stores directors in your area, the Customer experience manager and the Retail Director of the subsidiaries in your area; become the subsidiaries' main point of contact for customer support, particularly in the event of problems related to customer disputes
o Organize regular meetings to share results and news from the area in order to coordinate actions in an omnichannel approach
o Monitor the satisfaction survey of the subsidiaries in his/her area and propose corrective actions
- Participate in the development of sales in your geographical area in an omnichannel approach, in partnership with the various European subsidiaries in your area and their stores;
o Be a driving force for any action to improve e-commerce or in-store sales. To be a strong advocate for any action that will improve e-commerce or in-store sales;
o Rely on your close relationship with the subsidiaries to develop services/actions in line with their news (subsidiary events, etc...)
o Develop the commercial skills of the teams
o Share statistics and customer feedback with e-Merchandising teams to enrich the purchasing strategy
This position is for you if you have :
Solid experience in leading retail or customer service teams in a demanding, high-end environment.
Bilingual English, German is a strong plus.
The ability to lead and unite a team around common objectives, excellent interpersonal skills, a keen sense of service and customer focus, and strong organisational and autonomous skills.
A very good command of office automation tools (in particular Outlook and PowerPoint), knowledge of "Slack", "Genesys PureCloud", "Microsoft Dynamics CRM", "Cegid", "Magento" and/or "Adyen" being a plus.
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