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Retail Operations Manager - Hermès İstanbul
HermèsIstanbul, Türkiye30+ days ago
Job descriptionDefine methods of optimising product flows : all inbound / outbound, customer product pick-up, sales assistants product picking (access to stock), terms and frequency of store delivery. Follow up on instore client services .., Remote Sales, Shipping, Items on loan. Optimise storage areas within the store and in the back office (organisation, equipment, signage) Promote and maintain the 5S methodology in all areas of the stores. Collaboration with Logistics Administrator and Retail Merchandising Manager. Regularly develop recommendations / solutions to facilitate and reduce administrative tasks in stores; encourage the digitalisation of processes. Carry out a permanent watch on retail practices of excellence in order to propose new approaches to the subsidiary. Deploy Group tools (Cegid, H-Pad, MSA, Passerelle, H+, HCare…), share updates / improvements and best practices. Train and develop teams on these tools and increase usability and expertise of the tool usage. Animate the back-office community; Instill a culture of collaboration and best practice sharing (Stock and SSS), share information / updates from Group / Europe Promote good administrative hygiene (causes of negative stocks, long-term reservations, volume and sourcing options of customer requests) Provide day-to-day support to stores and centralise their feedback to Group / Europe Retail Operations teams. Coordinate the processes of stock takes, cycle counts, together with Internal Controller. SmartOps : finalise the subsidiary transformation project. Follow-up of certified stores, certification ensuring the maintenance of the standards, preparing them for the next phase Renovation / expansion / new store opening projects : taking charge of the operational coordination of each project Develop strong collaboration and relations with Group / Europe Retail Ops, ensuring strong support and helping to promote the needs of the subsidiary Ensure central / local co-ordination and prioritization of retail operations projects carried out to a high standard and with planning for follow up and support Systematic evaluation following any project deployment to give clarity of outstanding aspects, for future improvements and learning Build a local deployment plan, including all project management steps (studies, sizing, pilot, deployment and change management) Coordinates between HI, Europe, local IT to ensure that any impact is properly communicated and plan executed Ensure the accuracy of information relating to operations in the various information systems. Monitor general and specific retail performance indicators (negative stock, number of repairs, reservations : construction of dashboards, analysis, monitoring and sharing with the various stakeholders, traffic flows -> Produce monthly report on key operations topics with action plans. Manage and support the Sales Service Support Assistant / Supervisor; ensure his mission to ensure high standards of sales and service support in stores is properly executed and provide regular support and feedback. Work in coordination with the Real Estate team to monitor the quality of the existing stores (maintenance, improvements) and make sure the facilities are secured, appropriate and optimized. For all renovation / new stores projects, make sure store operational efficiency is optimised in the architectural layout designs. Liaise with local IT to ensure availability / efficiency of devices, IT equipment and networks provided in the stores. Conduct regular risk assessments of the store environment to identify potential hazards. Implement measures to minimise risks, such as proper storage of hazardous materials, ergonomic workstation setup, and slip and fall prevention strategies. Assist subsidiary / Finance Team with discounted sales (public & staff) Assist at store stocktakes as and when necessary (regular presence is needed in order to observe and ensure efficiency) Work with Internal Control for the deployment of in-store procedures and compliance - the Store Handbook. Work with Visual Merchandising, CX and Communication to ensure any in-store animation / event / window change takes into consideration operational impact on stores. Ensure any price change is correctly deployed, with a clear communication to the stores. At least 5 years relevant experience in a retail environment Retail and service-oriented, with good knowledge of front and back-office operations, acquired through previous experience in sales or operations. Strong project management skills and good analytical skills Cross-functional working skills and good communicator (across multiple levels of management and ability to work with diverse cultures) In-depth knowledge of retail tools (eg. Cegid, Hpad, Hands-on / “can do” attitude, pragmatism, and proactivity. Rigorous, structured, organised and reliable. Fluent in English; French is an advantage. Flexibility to work on weekends and extended hours, as required. Excellent communicator and collaborator
Key Responsibilities
1. Optimisation of In-Store Team
- Assess flow of traffic into stores and ensure staffing is reflective of this .., staff planning.
- Collaboration with Customer Experience Manager around queue management. Support teams to identify staff planning adjustments.
- Evaluate productivity of team members
- Assess team sizing and structure. Develop organisational recommendations between front and back office. Propose solutions to reduce unnecessary movement of FO staff.
2. Optimisation of Product Flows and Store Spaces
3. Administrative Processes and Tools : Definition, Deployment, Ownership
4. Coordination of Projects with a Focus on Operations
5. Coordination with Group / Europe Retail Operations teams
6. Data Quality Management and Retail Performance Reporting
affecting people organisation)
7. Team Management
8. Facilities and Equipment
9. Health and Safety
10. Other Projects
Competencies
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Retail Manager • Istanbul, Türkiye
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