GENERAL ROLE

This position is responsible for all BOH (Back of House) management including consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), till control procedures and oversees the stock management processes. He/She supports the store Management in the general administration of the back of house activities and processes to ensure smooth functioning and facilitate day-to-day operations.

매장 내 모든 BOH (Back of House)를 관리하는 포지션으로 고객서비스 (After Sales, 고객 요청, 예약)의 일관된 서비스 엑설런스, 결제 관련 절차 및 프로세스, 그리고 재고 관리 전반이 원활하게 운영될 수 있도록 합니다. 매장이 원활하게 운영될 수 있도록 모든 BOH 업무와 프로세스를 관리하고 지원합니다.

MAJOR RESPONSIBILITIES

1. Back Office Customer Service Management 백오피스 고객서비스 관리

   • Management and follow-up of Customer Services 고객 서비스 후속 조치 및 관리

   • Contribute to your team’s effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.) 백오피스 고객서비스 관련 팀 관리 및 지원 (고객 연락, 컴플레인 핸들링, 고객 서비스와 관련된  IT 기기 내 자료 업데이트 및 후속조치 등)

   • Ensure 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 in the schedules of your team. 팀 업무를 체계화하여 고객서비스 후속 조치 보장 (고객 요청, 특별/개인 맞춤 주문 예약 및 위시리스트, 수선요청) 

   • Be a real partner to sales team to optimize and simplify the back-office follow-up of those services 백오피스 고객서비스 관련 업무 간소화 및 최적화, 효율성 향상을 위한 세일즈팀과의 파트너쉽

   • Performance follow-up and continuous improvement on Customer Services 고객서비스관련 업무의 지속적인 개선 및 후속 조치

   • Be responsible for the business performance of all service-related operations 서비스 관련 매장 성과 및 오퍼레이션 업무 관리

   • Monitor and manage conversion rates and average durations for reservations and customer requests 구매전환율, 예약 및 고객 요청 처리 평균 소요시간 모니터링 및 관리

   • Monitor and manage lead times at each relevant step of the aftersales & repair lifecycle Aftersales와 수선 각 단계의 처리 소요시간 모니터링 및 관리

   • Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store 고객의 요청 제품(CC)에 대해서 가장 효율적인 방법을 제시하고, 세일즈 직원들이 올바른 방식으로 CC를 활용할 수 있도록 독려 및 관리

      

2. Internal Control and procedures 내부 규정 및 절차 관리

   • Till controls 결제관리

   • Support on morning store opening (till opening, key checks etc) 결제 오프닝 지원 (틸 오픈, 키 체크 등)

   • Supervise till closing with sales teams and/or cashiers after the store has been closed 캐셔 결제 마감 시 감독 및 지원

   • Be responsible for accurate till controls and cash remittances (to the safe, to the bank) . 정확한 결제 관리 및 현금 입금 (금고 또는 은행) 

   • Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales) 내부 시스템을 통한 결제 오퍼레이션과 관련된 리포트 리뷰와 특이 사항 체크 (할인, 가격조정, 구매 취소)

   • Compliance and knowledge on internal procedures 내부 규정 및 절차 숙지 및 준수

   • Manage the store archiving for relevant documents, following the local and Group internal control rules 국내 및 그룹 내부 규정 및 절차에 따른 매장 내 서류 보관 관리

   • 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. 서비스 프로세스 관련 담당 및 디지털 기기(H-Pad)의 정확한 사용을 위한 세일즈 직원 지원: 프로세스와 기기에 대한 신입사원 교육, 새로운 기능, 절차, 또한 이슈가 있을 시 안내 및 지원 

   • Be responsible for the application of procedures related to internal control and health & safety  내부 감사 기준, 보건과 안전과 관련된 절차를 매장 내 적용

      

3. Store Administration 세일즈 사무 지원

   • HR & Store Team Administration매장 사무 지원 및 인사 관리

   • Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc. 플로어의 세일즈 효율성 향상을 위한 월별 스케줄 관리 (휴무 계획서, 연장근로, 연차, 병가, 공가)

   • Coordinate with external agencies to plan external/ temporary staff 오퍼레이션 관련 외부 업체 및 임시 직원 관리

   • Manage and / or organize internal communication: information dispatch, notes, organization chart or contact list updates, etc. 매장 내 오퍼레이션에 대한 유관 부서와의 소통을 포함한 내부 커뮤니케이션 관리: 정보 안내, 공지, 조직도 및 연락처 업데이트 등 

   • Store orders 매장 구매

   • Oversee the allocation of staff uniforms: fitting, order, alterations, dry cleaning, spare uniforms 유니폼 주문과 배분 관련 관리: 피팅, 주문, 배송, 수선, 세탁, 여유분 보유 등

• Oversee the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing 각종 사무 비품, 식음료, 기기 주문, 배송, 경비 처리 관리

• Maintenance & Security 매장 보안 및 유지보수 관리 지원 

• Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality 매장 유지 보수 관리 지원 (조명, 미화, 출입 통제, 보안):  품질관리와 적재적소에 개입 및 조정을 위해 외부 업체, 본사와 협업

• Manage internal and external security agents 내,외부 보안 가드 관리

1. Stock Management 재고 관리

   • Stock Controls재고 컨트롤

   • Put in the necessary measures to ensure that the stocks processes are well managed and maintained; inbound, outbound, damaged, returns and transfers. 재고 운영 절차의 최적 관리와 유지를 위한 필요한 조치 시행: 입출고, 결함, 반품, 트랜스퍼 상품 관리 

   • Oversee the stock team when needed in reviewing and correcting negative stocks or stock discrepancies. 마이너스 재고 및 재고 차이 정정 등의 팀 관리 및 지원

   • Review RDI and CC expirations and implementation of improvements when necessary RDI와 CC 만료건에 대한 리뷰 및 개선 조치 시행

   • Stock takes & cycle counts 재고 조사 및 싸이클 카운트

   • Preparation of stock takes, cycle counts and investigation of discrepancies 재고 조사, 싸이클 카운트 준비 및 재고 차이 조사

   • Produce the final report for Finance department (to be validated by Store Manager) 재고 조사 관련 최종 리포트 생성하여 Store Manager에게 보고 

   • Implement corrective actions to improve future stock takes results (methods, tool, training…) and reduce shrinkage 향후 재고 조사 결과 향상을 위한 시정조치 시행 (방법, 도구, 트레이닝)

      

2. Team Management 팀 관리

   • Team management BOH 팀원 관리

   • Follow up closely the quality of interactions of your team members with customers and make sure they are in line with Hermès Standards of excellence 팀원이 에르메스의 스탠다드에 맞는 고객 서비스를 제공하도록 지속적인 서비스 품질 관리

   • Organize weekly morning briefs with your team and provide regular feedbacks to your Store Manager 팀원과 주간 모닝브리핑 실시 및 Store Manager에게 정기 피드백 제공

   • Develop your team member’s ability to back each other up in case of absence 업무 누수 방지를 위한 팀원 부재 시, 다른 팀원이 업무 지원할 수 있도록 지속적인 팀원 역량 개발   

   • Individual performance follow-up and development 팀원 업무 개발  관리

   • Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities 새로운 팀원 트레이닝: 에르메스 컬처, 상품 지식 및 직무 관련

   • Continuously coach and train your team members on all knowledge and skills necessary to the pursuit of the team’s objectives 팀 목표 달성을 위한 팀원들의 지식과 스킬 향상을 위한 지속적인 트레이닝 및 코칭

   • Be responsible for the yearly appraisals of your team members: monitor the development of all expected hard and soft skills, set the objectives for the following year, anticipate career path possibilities 팀원들의 년 평가 시행: 목표 설정, 역량 향상 모니터링, 경력 개발 기회 예측 

REQUIREMENTS & CAPABILITIES

• At least 10 years of professional experience in store operation, stock management, and team management, preferably in high-end fashion, luxury, hospitality industry 최소 10년 이상의 매장 운영 및 팀 관리 경력 (하이엔드 패션, 럭셔리, 혹은 호스피탈리티 업계 우대)

  • Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate 체계적이며, 철저하고 신뢰할 수 있으며, 업무를 예측하며 독립적으로 처리할 수 있는 능력

  • Service- and customer-oriented (internal and externa customers), with excellent communication skills 서비스 / 고객 (내외부 고객) 중심의 커뮤니케이션 스킬

  • Proficient with Excel / IT tools 엑셀 및 IT 기기 사용에 능숙

  • Team player - first experience of management appreciated 팀플레이어이자 탁월한 수퍼바이저 경력

  • Fluent in English is a plus 영어 능통자 우대