MAIN DUTIES

Back Office Customer Service Management

• Management and follow-up of Customer Services
  • Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
  • Be responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow-up routines.
  • Be a real partner to sales team to optimize and simplify the back-office follow-up of those services
• Performance follow-up and continuous improvement on Customer Services
  • Be responsible for the business performance of all service-related operations
  • Monitor conversion rates and average durations for reservations and customer requests
  • Monitor lead times at each relevant step of the aftersales & repair lifecycle
  • Challenge the recourse to the customer request service by salespeople when relevant, to push sales for products available in store.

• Till Controls
  • Support on morning store opening (till opening, key checks etc)
  • Supervise till closing with sales team after the store has been closed
  • Be responsible for accurate till controls and cash remittances
  • Review and comment all relevant reports related to till operations in the dedicated internal tool
• Stock Controls
  • Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
• Compliance and knowledge on internal procedures
  • Manage the store archiving for relevant documents, following the local and Group internal control rules
  • Support sales teams towards a perfectly accurate use of their digital tools and be the store’s key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
  • Be responsible for the application of procedures related to internal control and health & safety

• Store Team Administration
  • Manage the staff rosters to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.
  • Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc.
  • Coordinate with external agencies to plan external / temporary staff
• Store orders
  • 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 general costs
• Maintenance & Security (depending on stores, this responsibility can also be assigned to the Stock Manager)
  • Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality
  • Manage internal and external security agents

• Assist with basic cashiering duties when required, ensuring accuracy and adherence to standard operating procedures.
• Attend to customers courteously and promptly while sales associates are engaged, helping to maintain a high level of service.

• Passionate about retail and luxury
• Significant previous experience in administrative / operations position, preferably in Retail environment
• Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
• Service- and customer-oriented (internal and externa customers), with excellent communication skills
• Proficient with Excel / IT tools
• Team player
• Language requirements: fluency in English is mandatory (written and oral), local language
• Ability to multitask and follow up on tasks on hand in a timely and responsible manner
• Able to work night and morning shifts as required by the business