For a newly created position based within the Zurich flagship store of a leading luxury powerhouse,we are currently looking fora Talent to head the back-office operations and consistently secure Excellence throughout the Customer Service (CS) departments (Aftersales SAV-Repairs, Customer Requests, Product Reservations, Remote Sales, etc.), while supporting the Store Director in the general administration and office management of the flagship store.
POSITION
The role will cover four main areas of activity and responsibility:
Back-Office Customer Service Management
- Management and development of Customer Services department
- Partner with sales team to optimize and simplify the back-office follow-up
- Performance follow-up and continuous improvement on CS procedures
Internal Control and Procedures
- Supervision of store openings & closings (till opening/closing, key checks, cashier assistance, etc.)
- Secure accurate till controls and cash remittances
- Review and improve the reporting procedure related to till operations
- Manage the store archiving, following the local and Group internal control rules
- Support sales teams in their use of the digital tools and be the store's key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue
- Be responsible for the strict application of internal control and health & safety procedures
Store Administration, Supplies and Loss Prevention
- In collaboration with the HR/Store management, create and update the staff rotas to optimize sales floor coverage, taking into consideration overtime and absences.
- Be responsible for and supervise the allocation of staff uniforms
- Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing
- Follow-up general expenditures
- Be in charge of store day-to-day maintenance: coordinate with suppliers and Head Office, ensure timely interventions, quality control
- Be responsible for safety and security for people and goods, organize annual fire drill, update listing of fire referent per floor
- Manage internal and external security agents
Collaborator Management
- Participate in the training process for newcomers and your collaborator: Corporate culture, product knowledge and other specific job responsibilities
- Continuously coach and train your collaborator on all knowledge and skills necessary to the pursuit of the collaborator's objectives
- Be responsible for the yearly appraisals of your collaborator
The overall mission will be evaluated on key Operations & Customer Service metrics such as:
- Lead times, Turnover generated from the service, Conversion Rates
- Individual/Team contribution to the efficiency and quality of store administration / operations
- Quality of relationship and partnership with the sales team, the stock team and last but not least, with customers.
PROFILE
For this new multitasking leadership role in this flagship store, various profiles could make the cut, but we believe the following criteria will be absolutely necessary to succeed in the role and meet our client's expectation:
- Passion for Luxury goods and Retail in all its forms
- A minimum of 5-10 years of working experience with significant previous management experience in administrative / operations position, preferably in Retail or Hospitality services sectors
- Outstanding customer care & service orientation
- Strong sense and understanding for Office management, Maintenance and Loss prevention duties in a Flagship Store
- Leadership approach contributing to the most successful customer relations'
- Agile, Organized, Rigorous and highly Reliable, Team Spirit, able to work Autonomously while Anticipating in every areas of work
- Fluency in German (Swiss-German), English are mandatory. French would definitively be an advantage
- Strong communication skills, verbal and written (GER/ENG)
- Proficient with Ms Word and Ms Excel / IT savvy would be an advantage
If this challenging and exciting position at one of the most respected Luxury brands in the world, could inspire you and match your experience and objectives, then feel free to connect with us today by applying on our homepage. We can't wait to get to know you and share some more about this great job opportunity.