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 the 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 after-sales & repair life cycle

• Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in the 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 of internal procedures

• Manage the store's 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 rotas to optimize sales floor coverage

• Coordinate with external agencies to plan external/temporary staff

• Manage and organize internal communication

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 intervention

• Manage internal and external security agents

Requirements & Capabilities

• Passionate about retail and luxury

• Significant previous experience in an administrative / operations position, preferably in a 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)

• Store-based environment

• 5-days work week with 3 Saturdays or Sundays off per month

• Working hours: 10 am to 7:30 pm