Assistant After Sales Manager, HSR

MAIN DUTIES

1. After Sales Services for HSR 
   • For all Aftersales activities

• Understand the full spectrum of aftersales processes and seek continuous improvements. 
• Evaluate repairs and re-direct to the appropriate repairers when needed. 
• Communicate with relevant departments to resolve issues, expedite, and monitor repairs. 
• Analyze and evaluate the demand of aftersales services, to identify and implement timely solutions.
• Communicate the typology of quality alerts/defects and the next course of actions.
• Ensure that all aftersales tools are ordered by the team for the repairs. 
• Ensure that the monthly KPIs are met. 
• Participate in all Paris monthly or quarterly aftersales trainings and updates on community sharing. 
• Support all local Aftersales training and briefings with the team. 

• System and Tools
  • Gain mastery of H-Care system. 
  • Design and develop aftersales internal processes and procedures. 
  • Tabulate timely reports to drive actions and improve repair lead time. 

• Projects and Events 
  • Take lead and communicate aftersales projects and deployments including training, Leather personalization, etc. 
  • Support internal and external events e.g., Leather demonstration events in stores, Discover the Workshop. 

      2.  Team Management

• Performance follow-up
• Follow up closely the quality of interactions of your After Sales team with customers and make sure they are in line with Hermès Standards of excellence. 
• Collaborate closely with the craftsmen, logistic teams, and all other partners when need be. 
• Organize regular morning briefs with your team and provide regular feedback to the Store teams. 
• Develop your team member’s ability to back each other up in case of absence. 

• Individual performance follow-up and development
• Participate in the training process for newcomers in your team: Hermès culture, product knowledge and other specific job responsibilities. 
• Continuously coach and train your team members on all knowledge and skills necessary to the pursuit of the team’s objectives. 
• 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. 

• Recruitment
• Support the Retail Ops Director in the key recruitment process for your team, with the support of your HR department: sourcing relevant profiles, conducting interviews when necessary.

     3. Customer Service, Resolution and Escalations

• Management and follow up of all Customer Service 
  • Oversee client repairs and ensure that the service is favorable. 
  • In cases of complications, to decide with the team how best to tackle these situations. 
  • In cases of escalation, to inform the Management in a timely manner so that other considerations and remedy can be taken. 

• Continuous Improvement on Customer Service resolution and escalations 
  • To develop the right responses for all customer service enquiries. 
  • To consider the service recovery protocol for the different scenarios. 
  • To improve on all customer service issues and recommending the resolution. 

PERFORMANCE INDICATORS

• Aftersales KPIs (repair lead times, service rates etc.)
• Team contribution to the efficiency and quality of aftersales operations 
• Quality of relationship and partnership with the aftersales team, craftsmen, and Paris 
• Quality of relationships with customers

PROFILE

• Passionate about retail and luxury
• Minimum 6 years of working experience in Aftersales Service and/or Customer Service, preferably in a Retail environment 
• Highly organized, rigorous, and reliable, able to organize his/her work autonomously and to anticipate.
• Service- and customer-oriented (internal and external customers), with excellent communication skills. 
• Team player - first experience of management appreciated with supervisory skills for craftsmen and team.
• Willing and able to communicate with clients directly. 
• Proficient with Excel / IT tools
• SAP experience would be a bonus. 
• Strong collaborative skills with the ability to work effectively with diverse teams
• Language requirements: The role involves communicating with customers from various countries who visit our boutiques for after-sales service. Proficiency in English (written and oral) is essential.