Assistant Store Operations Manager

Main Responsibilities

As Assistant Store Operations Manager, you will manage back-office customer service activities, overseeing customer contact, complaint handling, and follow-up through store IT tools. You'll ensure all customer services such as special orders, reservations, remote sales, and repairs are properly followed up by establishing clear routines for your team. Acting as a key collaborator with the sales team, you will streamline the follow-up of these services within the back office.

You will be accountable for monitoring business performance connected to service operations, including tracking conversion rates, average reservation durations, and lead times across aftersales and repair stages. Encouraging sales teams to balance customer service requests with available in-store sales will also be part of your role.

In terms of internal controls, you will support store openings and oversee tills during closing, ensuring accurate controls and cash remittances to safes or banks. Reviewing reports on discounts, forced prices, and cancellations will be required. You will manage archiving according to internal control regulations and promote correct use of digital tools among sales staff, including training newcomers and communicating procedure updates. Compliance with health & safety and internal control procedures also falls under your responsibilities.

The position involves administrative duties such as managing staff rotas, coordinating external agency support for temporary staff, and overseeing internal communications. You will supervise the uniforms' allocation and maintenance as well as manage supplies like stationery and food & beverage items, coordinating with vendors to ensure quality deliveries and correct invoicing.

Store maintenance and security are also your concerns; organizing cleaning, lighting, access, and coordinating with security personnel and suppliers will be necessary to maintain daily operations effectively.

Regarding stock, you will ensure the accuracy of processes covering inbound, outbound, damaged goods, returns, and transfers. Oversight of stock discrepancies, expiration reviews, preparations and reporting of stock takes and cycle counts will be part of your duties, along with initiating corrective actions to minimize shrinkage.

For team management, you will monitor the team's service interactions ensuring alignment with Hermès standards, conduct weekly briefings, and foster team collaboration and backup capabilities. Training of new hires and continuous coaching of the team to develop skills are essential, including managing yearly evaluations, setting objectives, and planning career progression. You will also collaborate in recruitment efforts alongside HR.

Performance Indicators

• Service-related KPIs such as lead times, sales turnover from services, and conversion rates
• Efficiency and quality contributions in store administration and operations
• Strength of partnerships with sales and stock teams
• Customer relationship quality

Requirements & Capabilities

• Passion for retail and luxury sectors
• At least six years of professional experience with substantial leadership roles in administration or operations, ideally within retail
• Highly organized, detail-oriented, autonomous, and proactive in work planning
• Strong customer service focus with excellent communication skills for both internal and external audiences
• Proficiency in Excel and other IT tools
• Team player with some management experience, especially when supervising security or artisan staff
• Fluent English communication skills, both spoken and written

Company Overview

Hermès, established in 1837, is a prestigious, independent family-owned French luxury house with over 25,000 employees worldwide. Renowned for its entrepreneurial spirit and dedication to quality, Hermès emphasizes autonomy and responsibility in management while preserving exceptional craftsmanship through strong local engagement and respect for people and resources. The brand offers sixteen artisanal trades, presenting its collections in more than 300 global stores.