Role Summary

Responsible for successfully running all aspects of the business including building sales, identifying opportunities, client development and service, coaching and counseling of staff, operational controls, etc. Acts as the primary driver in coordinating emerchandising, marketing, operations and customer service of the online store. Oversee and leads the Client Contact team to achieve e-commerce sales target and the highest level of Client experience via the Client Contact Centre. Responsible for activities that have a direct impact on client satisfaction, revenue and productivity, and closely works with other business functions. Oversees the operational function of inventory and order fulfillment through 3PL for online orders.

The successful candidate will be a proven manager with excellent customer service skills, systematic by nature, self-motivated, and will posses’ confidence and insight through their strong industry experience in retail.
Primary Responsibilities:

Ecommerce Functions:

• Lead the team with action plans to ensure that the Client Contact team achieve their KPIs (related to E-commerce business and Customer Service quality)
• Manage all ecommerce transactions and phone transactions by the Client contact team to meet sales KPIs.
• Responsible for achieving the hermes.com budget
• Ensure the store is profitable and has an accurate inventory that falls within the Group parameters.
• Selection and ordering of products at Podium, according to budget and OTB parameters.
• Inventory management via 3PL and ordering of non-Podium products (fragrance, watches, La Table)
• Translation and validation of product catalogues in English, including tax codes, pricing, locations and units in stock.
• Oversees the eMerchandising of website including publishing new products and updating windows.
• Lead and ensure timely execution of site updates; new product adds, content updates, site enhancements.
• Identification and recommendation of new website enhancements to improve conversion rate, sales and customer service.
• Maximize customer site behaviour using web analytics, metrics and selling performance.
• Discover, advocate and inform on best practices, new industry trends and opportunities for increased web sales and online branding.
• Manage and support hermes.com consultants in daily customer service tasks, including customer service, training and testing product knowledge, reviewing policies and procedures, answering phone and email inquiries and placing orders.
• Follow-up and resolve customer issues. Follow-up on pending orders. Manage client mailings. Demonstrate and implement product knowledge, policies and procedures. Resolve back orders, approve and coordinate store transfers.
• Manage daily operational procedures with 3PL including, but not limited to: review and validation of orders, returns and exchanges, tracking and reporting daily sales, approving and processing transfers, monitoring stock levels/stock analysis and placing reorders, publishing stock and updating pages.
• Manage reporting and reconciliation tasks including but not limited to: Cegid vs. Magento, Daily Log, Monthly Status Report, BP stock reconciliations to ensure accurate capture of sales and stock movements between systems, translation and validation of product catalogues in English, including tax codes, pricing and descriptions.
• Oversee and manage all client communication channels including but not limited to calls, emails and Eptica tool.
• Oversees the respect of the online commercial policy, ensuring delivery lead-time and facilitating a smooth return process
• Provide quantitative and qualitative reporting regarding Customer Service activities; share client feedback with E-merchandiser, Merchandise Team to improve customer journey and e-commerce flows
• Partner and support the retail network by providing value added services and facilitating qualified drive-to-store
• Build and update Client service rules and guidelines
• Deploy new tools, website features and omnichannel services (specifications, UAT, change management)
• Run competition benchmarks to identify best practices and mid term aspirations
• Develop Corporate Sales online business.
• Develop Communications action plan with MD/Communications Manager for communication via hermes.com.
• Strategic merchandising plan, exploiting new avenues of growth.
• Operational management of inventory control, scheduling, expenses, sales reporting, and sale preparations.
• Responsible for total store P&L for e-Commerce and Corporate Gifts.
• Reconciliation of sales with banking, including daily and weekly reporting.
• Compilation and distribution of Monthly Status Report.
• Reporting, follow-up and testing of system bugs and file errors with Paris.
• Business Plan/ Corporate gifts
• Regular updates to Retail Director on service matters/issues
• Manages Operations Executive and emerchandiser in daily responsibilities.
• Oversee Client Services Manager and a team of Client Contact Consultants, while promoting teamwork in a dynamic and productive work environment aligned to Hermes values
• Ensure processes and actions are compliant with legal framework and internal group procedures
• Achieve consistent high mystery shopping results and build relevant action plan for improvement
• Identify knowledge and skill development needs and dedicated training programs
• Recruit and Integrate new Client Contact Consultants
• Manage end year performance review
• Develop relationship and open dialogue with Paris After Sales team via regular correspondence and Podium meetings

Client Contact Centre Management

• Oversee and manage all client communication channels including but not limited to calls, emails and Eptica tool.
• Oversees the respect of the online commercial policy, ensuring delivery lead-time and facilitating a smooth return process
• Provide quantitative and qualitative reporting regarding Customer Service activities; share client feedback with E-merchandiser, Merchandise Team to improve customer journey and e-commerce flows
• Partner and support the retail network by providing value added services and facilitating qualified drive-to-store
• Build and update Client service rules and guidelines
• Deploy new tools, website features and omnichannel services (specifications, UAT, change management)
• Run competition benchmarks to identify best practices and mid term aspirations

Hermes.com Strategic Actions

• Develop Corporate Sales online business.
• Develop Communications action plan with MD/Communications Manager for communication via hermes.com.
• Strategic merchandising plan, exploiting new avenues of growth.

Financial and Reporting

• Operational management of inventory control, scheduling, expenses, sales reporting, and sale preparations.
• Responsible for total store P&L for e-Commerce and Corporate Gifts.
• Reconciliation of sales with banking, including daily and weekly reporting.
• Compilation and distribution of Monthly Status Report.
• Reporting, follow-up and testing of system bugs and file errors with Paris.
• Business Plan/ Corporate gifts
• Regular updates to Retail Director on service matters/issues

People Management

• Manages Operations Executive and emerchandiser in daily responsibilities.
• Oversee Client Services Manager and a team of Client Contact Consultants, while promoting teamwork in a dynamic and productive work environment aligned to Hermes values
• Ensure processes and actions are compliant with legal framework and internal group procedures
• Achieve consistent high mystery shopping results and build relevant action plan for improvement
• Identify knowledge and skill development needs and dedicated training programs
• Recruit and Integrate new Client Contact Consultants
• Manage end year performance review
• Develop relationship and open dialogue with Paris After Sales team via regular correspondence and Podium meetings

Online Systems Optimisation

• Manage and co-ordinate all retail systems used in the subsidiary in relation to Hermes.com and the ASS process.
• Provide Training and updates to the team for Systems

Special Projects

• As directed by Retail Director and Managing Director

”Créateur, artisan et marchand d’objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante qui emploie près de 25 185 collaborateurs dans le monde. Animé par un esprit d’entreprendre continu et une exigence constante, Hermès cultive la liberté et l’autonomie de chacun grâce à un management responsable. L’entreprise perpétue la transmission de savoir-faire d’exception par un ancrage territorial fort dans le respect des hommes et de la nature - source de matières d’exception. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde.”