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

• 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 Cantonese, English, and Mandarin