Retail Operations Manager - Hermès İstanbul

Key Responsibilities 1. Optimisation of In-Store Team

• Assess flow of traffic into stores and ensure staffing is reflective of this i.e.., 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
• Define 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 i.e.., 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. 3. Administrative Processes and Tools : Definition, Deployment, Ownership
• 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. 4. Coordination of Projects with a Focus on Operations
• 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 5. Coordination with Group / Europe Retail Operations teams
• 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 6. Data Quality Management and Retail Performance Reporting
• 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 ->

affecting people organisation)