Retail Operations Manager

Overall mission

Team and cross-functional management

• Manage teams overseeing store operations, Press Showroom operations, and Regional After-Sales Hub operations.
• Participate in team recruitment, including candidate sourcing and interviews.
• Work closely with store management and act as the store-level contact for corporate operations matters.

Process improvement and performance

• Roll out Group policies and procedures and support changes to store back- and front-office organization.
• Train users on Cegid, MyHpad, My Stock App, Hermès Care, and H-Link; support adoption of new functions.
• Report tool malfunctions and business-driven improvement suggestions to DSI in Paris.
• Facilitate omnichannel tool deployment and improve operational coordination between Customer Relationship Centers and stores.
• Maintain focus on operational KPIs, including stock accuracy, stock on hold, and conversion rates for reservations and customer requests.

Stock and back-office operations

• Promote efficient stock organization and share best practices across stores and the region.
• Maintain back-office and stockroom standards in line with Group guidelines.
• Coordinate destocking and special sales, including store communications, product checks, temporary staffing, and transfers to Paris.
• Coordinate annual price updates with Finance, validate prices in Cegid, communicate updates, and ensure deadlines are met.
• Review store cycle-count schedules with Internal Control and coordinate with the logistics provider.

After-sales and regional projects

• Manage regional repairs from assessment and quotation through repair coordination and follow-up.
• Oversee the local workshop team, including two craftsmen, and improve the Hub's service level.
• Coordinate with Group teams to align after-sales processes, standards, and service expectations.
• Lead regional retail projects through planning, budgeting, communication, implementation, and training.
• Support store openings and renovations with Real Estate teams, addressing store operations requirements.
• Coordinate regional Exceptional Sales with Retail Merchandising, Finance, Logistics, Security, and Communications.

Profile

• Minimum five years of retail operations experience and management experience.
• Fluent English, written and oral, and the local language.
• Proficiency with Microsoft Office Suite and understanding of basic supply chain concepts.
• Strong leadership, communication, organization, analytical thinking, reliability, prioritization, and customer-service orientation.
• Regular trips to stores are part of the role.