08.02.2021

Retail Operations Manager Benelux-Nordics

  • CDI
  • Belgique
  • Brussels
  • Administration des Ventes & Services Clients
  • Minimum 10 ans
  • Hermès Benelux

Société


<p style="text-align: justify;"><span style="font-family: georgia, palatino, serif;">Hermès Benelux-Nordics is a subsidiary of Hermès International in charge of the distribution of Hermès products in the Benelux and Scandinavia.</span></p> <p><span style="font-family: georgia, palatino, serif;">The network currently consists of:</span></p> <ul> <li><span style="font-family: georgia, palatino, serif;">7 directly managed stores: Brussels, Antwerp, Knokke, Amsterdam P.C, Amsterdam Bijenkorf , Copenhagen and Stockholm</span></li> <li><span style="font-family: georgia, palatino, serif;">2 concessions: Luxembourg and Oslo</span></li> </ul> <p style="text-align: justify;"><span style="font-family: georgia, palatino, serif;">The subsidiary's strategy being to gradually take under direct management the concessions coming to the end of their distribution contract, we have opened our new store in Stockholm in October 2020. Likewise, the direct resumption of our activity in Oslo was formalized for April 2021.</span></p> <p style="text-align: justify;"><span style="font-family: georgia, palatino, serif;">The region is thus a geographic and cultural mosaic: 9 cities, 6 countries, 5 languages, 4 currencies.</span></p> <p><span style="font-family: georgia, palatino, serif;"> </span></p>

General Role


<p style="text-align: justify;"><span style="font-family: georgia, palatino, serif;">The Retail Operations Manager’s role is to ensure the highest standards of retail performance in terms of organisation and efficiency within the backoffice of the stores as well as optimising tools and imposing best practice within the front office in accordance with corporate policies, processes and values.</span></p> <p style="text-align: justify;"><span style="font-family: georgia, palatino, serif;">The purpose of this role is to oversee and drive all in store support operations to improve profitability and loss prevention.</span></p> <p style="text-align: justify;"><span style="font-family: georgia, palatino, serif;">The Retail Operations Manager provides high level support, information and training to the stores, proposes improvements to the subsidiary (process, organisation, tools), implements projects developed by the group or by Europe and shares best practices with the Retail Director and European counterparts.</span></p>

Main responsibilities


<p><span style="font-family: georgia, palatino, serif;"><strong>Retail Performance: </strong></span></p> <ul> <li><span style="font-family: georgia, palatino, serif;">Analyse & propose improvements in store operations: process, organization (back office), systems utilization</span></li> <li><span style="font-family: georgia, palatino, serif;">Implement and monitor key performance indicators to ensure constant high store performance</span></li> </ul> <p><span style="font-family: georgia, palatino, serif;"><strong>Deployment of Retail Projects :</strong></span></p> <ul> <li><span style="font-family: georgia, palatino, serif;">Take the lead in rolling out in store projects across the region (planification, budgeting, communication, implementation and training)</span></li> <li><span style="font-family: georgia, palatino, serif;">Be the correspondent for all such projects</span></li> </ul> <p><span style="font-family: georgia, palatino, serif;"><strong>Information Systems:</strong></span></p> <ul> <li><span style="font-family: georgia, palatino, serif;">Be the referent for till systems (CEGID), provide training and support to all users</span></li> <li><span style="font-family: georgia, palatino, serif;">Ensure proper use of systems</span></li> <li><span style="font-family: georgia, palatino, serif;">Inform and liaise with Paris IT teams regarding suggested improvements based on identified business needs</span></li> </ul> <p><span style="font-family: georgia, palatino, serif;"><strong> </strong><strong>After-Sales:</strong></span></p> <ul> <li><span style="font-family: georgia, palatino, serif;">Act as a point of reference to the stores regarding After Sales activity</span></li> <li><span style="font-family: georgia, palatino, serif;">Analyse the quality of After Sales performance and processes across the region in order to constantly improve client experience</span></li> <li><span style="font-family: georgia, palatino, serif;">Be in support of store teams with regards to After Sales complaints</span></li> <li><span style="font-family: georgia, palatino, serif;">Regularly assess the quality of local suppliers which undertake repairs on behalf of Hermès</span></li> </ul> <p><span style="font-family: georgia, palatino, serif;"><strong> </strong><strong>Stock Management:</strong></span></p> <ul> <li><span style="font-family: georgia, palatino, serif;">Ensure ideal stock organisation and efficiency in all stores. Systematically share best practice, both across stores and within Europe</span></li> <li><span style="font-family: georgia, palatino, serif;">Insist on exceptional standards in back office areas and stock rooms, in line with company goals and to support efficiency in sales</span></li> </ul> <p><span style="font-family: georgia, palatino, serif;"><strong> </strong><strong>Maintenance & Renovations Projects:</strong></span></p> <ul> <li><span style="font-family: georgia, palatino, serif;">Build and implement a preventive maintenance strategy for stores</span></li> <li><span style="font-family: georgia, palatino, serif;">Build and follow maintenance budgets</span></li> <li><span style="font-family: georgia, palatino, serif;">Take a lead role in the definition of larger renovation and store projects</span></li> </ul> <p><span style="font-family: georgia, palatino, serif;"><strong> </strong><strong>Security:</strong></span></p> <ul> <li><span style="font-family: georgia, palatino, serif;">Lead the management of security subcontractors: negotiation, contracting, budgets. Together with Store Managers deal with potential personnel issues.</span></li> <li><span style="font-family: georgia, palatino, serif;">Work closely with the stores for the organisation of security personnel to ensure that stores are secured at all times</span></li> <li><span style="font-family: georgia, palatino, serif;">Put in place action plans to ensure safety of all stores.</span></li> </ul>

Profile


<ul> <li><span style="font-family: georgia, palatino, serif;">At least 10 years in a similar multi-country, high-standard Retail Operations role</span></li> <li><span style="font-family: georgia, palatino, serif;">Strong transversal management and communication skills, allowing efficient working relations across cultures</span></li> <li><span style="font-family: georgia, palatino, serif;">Proven Project Management skills (including budgeting)</span></li> <li><span style="font-family: georgia, palatino, serif;">Proficient Excel user</span></li> <li><span style="font-family: georgia, palatino, serif;">Very good knowledge of different retail IT systems (eg CEGID)</span></li> <li><span style="font-family: georgia, palatino, serif;">Detail-oriented with a strong analytical sense and strategic approach</span></li> <li><span style="font-family: georgia, palatino, serif;">Outstanding organisational skills and the capacity to work efficiently towards multiple deadlines</span></li> <li><span style="font-family: georgia, palatino, serif;">Self-driven, able to work autonomously and to deal with ambiguity and changing priorities</span></li> <li><span style="font-family: georgia, palatino, serif;">Fluent English and French</span></li> <li><span style="font-family: georgia, palatino, serif;">60% of time spent in store</span></li> </ul>