Hermès is an independent, family-owned French house that employs nearly 23,200 people worldwide. The company perpetuates the transmission of exceptional know-how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in nearly 300 stores around the world.
The Opportunity
Reporting to the Store Manager, as our Store Operations Manager you will manage the Back of House teams in the Chadstone Boutique. This role is responsible for overseeing all operational functions which include team rostering, inventory control, housekeeping and maintenance of the Boutique, and overseeing the Back of House teams inclusive of Stock, Admin, After Sales, Cashiers and Service Team. The Store Operations Manager communicates, trains and implements all company operational policies and ensures compliance. They will create efficient processes, set parameters and implement directives to support the operational efficiency and growth of the Boutique.
Primary Responsibilities:
* Review and develop proper operation policies and procedures. Communicate, implement and train staff in a timely manner to ensure compliance with all operational policies and procedures in Chadstone Boutique.
* Take part in all managerial responsibilities for efficient running of the business inclusive of overseeing and validating cash handling procedures are respected, appropriately documented and discrepancies are investigated timely and reported to management.
* Develop and design operational procedures that are client-centric and focused
* Support the store audit and ensure compliance with all audit procedures.
Inventory management and control
* Responsible for inventory management and control, including managing shipping and receiving.
* Responsible for the organisation, labelling and layout of stockrooms that create simplicity and ease for the sales team.
* Perform and prepare for all inventories and cycle counts, including reconciliations of stock discrepancies.
* Regular check on the stock in Geodis and ensure the stock are called for sales in stores with the objectives of reducing the aging stock level.
* Oversee and anticipate packaging replenishment for the boutique.
* Inventory related project eg HLink, Ala Carte
Administration
Oversee:
* After-sales service in store, and responsible for store card related matters. Ensures the compliance with all after sales service policy and procedures and workflow.
* Cashier role and procedures in the Boutique including but not limited to cashing, CRM and store banking procedures.
* Develop and manage the role of Host in the boutique.
* Analysis and update of necessary reporting including but not limited to sales, KPIs, CRM reports etc
* Oversee and monitor the management of internal control processes including system and physical security, client data and privacy policy.
* Remote selling controls
Team Management
* Build and distribute Team Roster in timely manner, managing time & attendance in payroll.
* Develop, support, supervise and monitor performance of the back of house team.
Merchandising
* Oversee the ordering of customer product and follow up, modifications of such orders.
* Manage the flow of large and bulky items such as furniture, special order and petit h products.
Management of Systems and Store Maintenance
* Act as a liaison with suppliers for store maintenance matters.
* Act as a liaison with outside vendors for monthly needs and/or special events.
* Ensure functionality of all IT, company systems, Cegid, phone systems etc and compliant with the company policies and procedures.
Projects and Training
* Working with Head Office Operations Team to launch and implement Group Retail Projects.
* Support Communications Team for in-store animations and events.
* Implement training plans and provide training to staff regarding store operational procedures in a timely manner.
About You
To be successful in this role you will demonstrate:
* At least 5 years of retail management experience in a similar role with strong experience in stock and operations. Prior experience in a luxury environment preferred.
* Excellent computer skills with a high proficiency in Microsoft Excel.
* Excellent relationship development skills with impeccable interpersonal and communication skills.
* Problem solving capabilities and a strong sense of time management with the ability to multi-task, organise and prioritise.
* A collaborative leadership style and team player attitude with the ability to embody the values of the Hermès Maison.
* Must work well under pressure and have the ability to multi-task with accuracy.
* Able to anticipate, organise and prioritise the activities of a large team.
* Reliable and service oriented.
* Proactive nature with the ability to propose improvements.
* A passion for our creations and the craft and identity of our Maison with a comprehensive product knowledge in Hermès Métiers.
* Fluency in English.