Roles & Responsibilities

1. 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)
• 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 duration for reservations and customer requests
• Monitor lead times at each relevant step of the aftersales & repair life cycle
• Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store

2. Internal Control & Procedures

Till Control

• Support till activities only if needed

Stock Control

• 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 local and group internal control rules
• Be responsible for the application of procedures related to internal control and health & safety
• Support sales teams through the use of 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

3. Store Team Administration

Store Admin

• Assist in managing the staff rota to optimize sales floor coverage
• Coordinate with external agencies to plan external / temporary staff
• Manage and organize internal communication
• Plan monthly staff roster

Store orders

• Be responsible and supervise the allocation of staff uniforms
• Organize the supply of office stationery, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
• Follow-up on general costs

Maintenance & Security

• Be responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely interventions
• Manage internal and external security agents

Profile

• Passionate about retail and luxury
• Significant previous experience in administrative / operations position, preferably in Retail environment
• Organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
• Service and customer-oriented with excellent communication skills
• Proficient with Excel / IT tools
• Team player
• Language requirements: fluency in English is mandatory (written and oral)