A division of Hermès Sellier, Hermès Distribution Europe is responsible for the online distribution of Hermès products in 17 European countries and provides customer service to all branches in the region.

Organised into five divisions (E-retail, Finance & Projects, e-retail merchandising, Traffic & Data Performance and HR), this division plays a central role in the omnichannel transformation of European retail.

Working Environment

You will manage, recruit, develop and support the team on a daily basis to reach high standards of customer service quality.

You will manage a team of around 10 client advisors and report to the Area Manager in charge of Central & South Eastern Europe (Germany, Switzerland and Italy).

As a member of the CRC Management team, you work in close collaboration with other Team Managers of your area, ensuring aligned processes, communication and organization within the CRC.

Your daily motivation is to develop and assist the team in a positive and challenging spirit!

Team development

• Recruiting CRC agents (with final approval of Area Manager), based on needs for the whole area provided by Area Managers & HR
• Assuring integration, as well as on and offboarding of CRC agents (with Office Manager)
• Managing and developing the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone’s commitment to a good teamwork
• Embodying H2C values with the team/customers and ensure mutual aid, aiming for excellence and caring within the team
• Evaluate the people in the team on an individual basis, both regularly and during mi-annual and annual interviews 
• Ensuring 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 trainings
• Assure training program with Deputy Director in line with team member presence and coherence of their needs
• Coaching of each team member with regular individual meetings:

• To ensure good integration and give feedback on KPI’s achievements (pick up rate, mails, MOTO in particular)
• To reach standard of Customer Service level and enable each team member to improve competences (Hubicus/CX Groupe)

Monitoring and Support

• Monitor the KPI's (daily basis and individual ones) related to his/her team and propose actions to improve its performance and sharing with the Area Manager
• Ensure compliance with processes regarding clients and subsidiaries and support the team in improving customer relations
• Support team in dispute cases with clients - Alert area manager in case of problems/litigation/difficult cases and propose solutions  
• Take managerial decisions in order to solve client disputes
• Management of team planning / team presence (Excel sheets)
• Management of vacation validation (in ADP and Excel sheet)

Communication

• Organize regular Morning Briefs with the team to share information, processes, best practices (+ animation of Morning Briefs in a creative and stimulating way)
• Assure coherence within the whole E-com team in the communication processes and regular exchange by sharing information with other Team Leaders of different services (ex: CRC Team Managers/ SSS / Returns / H.COM & H.FR)
• Share information and feedback with Area Manager concerning the Team, disputes, processes, malfunctioning - in order to offer improvement propositions
• Regular reporting of team performance to the Area Manager

Benefic aspects for you

• You are joining a dynamic, international team with lots of interactions with different departments
• You are autonomous and proactive in you daily organization
• You benefit from a wide range of missions
• You help to empower your team and enable them to grow personally and professionally
• You are in contact with the subsidiaries of your perimeter

This position fits you, if you are

• Openminded, capacity to work in a team spirit and leadership
• Client service oriented and eager to provide an excellent customer experience
• KPI’s and solution oriented, being able to “think out of the box”
• Trilingual (French/English + German)