Retail Operation Manager

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 artisan aux irriguent la créativité de la maison dont les collections rayonnent dans près 300 magasins dans le monde.
GENERAL ROLE
The Retail Operations Manager (ROM) ensures that stores operate efficiently and uphold the highest standards, driving operational excellence and continuous improvement through data-driven insights. This role supports the achievement of subsidiary targets and optimizes business operations in close collaboration with store teams and head-office functions.
People-oriented and customer-focused, the ROM shapes operational strategies and plans for store needs across people and assets, fostering strong relationships within a diverse stakeholder community.
MAIN RESPONSIBILITIES
Retail projects

Tool Adoption - Oversees the launch and implementation of shopfloor tools in collaboration with the IT department, ensuring optimization and proper usage (e.g., MyHpad, My Stock App , HCare, My Store Control , Cegid). Monitors adoption post-launch, provides training and support to store and head-office teams, and guarantees correct system use for new hires and when new functionalities are introduced.
Transformational Projects - Partners with the Retail Operations Director to drive strategic initiatives such as Smart Ops 2.0, TWIST, and Retail SAP implementation.

Management, coordination and Retail team coaching

HR Collaboration - Works closely with HR to ensure back-office roles are staffed with highly skilled resources for each profile;
People Development - Trains and develops functional or direct reports and supports recruitment, onboarding, and continuous development of store personnel;
Community Engagement - Leads the Stock Operations community to promote best practice sharing and implementation in line with corporate policies, using a pragmatic and straightforward approach. Fosters trust and collaboration among stores and provides guidance when needed;
Cross-Team Alignment - Strengthens cooperation and information flow between back-office and front-office teams, encouraging interdependent leadership across different stores.

Operations excellence

Performance Analysis & Steering - Regularly measures operational performance (e.g., 5S method, negative stocks, stockroom organization) and service quality (presales, reservations, customer orders, aftersales). Defines targets, recommends improvements, and ensures monthly reporting and follow-up on results;
Training & Process Harmonization - Provides training and coaching to front-office and back-office teams to standardize processes across stores;
Continuous Improvement - Drives excellence in back-office and stockroom standards to support sales efficiency. Collaborates with Stock Operations Managers to identify opportunities and implement changes that enhance business performance. Conducts store visits to analyze processes and propose improvements, sharing best practices with the Retail Operations Director for rollout;
Compliance - Works with Internal Control to enforce legal compliance and minimize business risk. Ensures store processes are clearly understood and implemented, proactively organizing training when needed;
Space Optimization - Partners with Facility teams on new store layouts and proposes solutions for stock areas in existing and new stores, implementing improved storage solutions.

Inventory, Pricing & Logistics Management

Replenishment - Ensures accurate stock management and collaborates with Merchandising to align store replenishment plans;
Stock Control - Supports cycle counts and general inventory at store and subsidiary level in coordination with Finance. Oversees loss prevention activities, investigating…