Job Description & How to Apply Below
Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world. Hermès Canada has had a presence in Canada since 1987 and has over 130 employees, across four stores, located in:
Toronto, Montréal, Vancouver, and Calgary, as well as our e-commerce activity, and corporate office. Family is at the heart of Hermès. At Hermès Canada, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity and inclusion, both within our own walls and in the wider world.
We look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our family. We support our individual team members' personal and professional success through a culture that values equality, individuality, and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. MAIN
ACCOUNTABILITIES :
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, in order to push sales for products available in store Internal Control and procedures
* Till controls + Support on morning store opening (till opening, key checks etc) + Supervise till closing with sales teams after the store has been closed + Be responsible for accurate till controls and cash remittances (to the safe, to the bank) + Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)
* 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 Administration
* 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 KEY SKILLS AND EXPERIENCE
* 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 +…
Position Requirements
10+ Years
work experience
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