Customer Service Manager

3 days ago


London, Greater London, United Kingdom Hermès Full time

**Job Overview**

Hermès is seeking an exceptional individual to fill the role of Sales and Service Team Lead in our dynamic team. This position offers a unique opportunity to contribute to the success of our esteemed brand, while developing your skills and expertise in customer service management.

About the Role:

This key position is responsible for overseeing the smooth operation of customer service activities across various channels, ensuring seamless communication and collaboration between teams. As a Sales and Service Team Lead, you will play a pivotal role in driving business performance, optimizing processes, and fostering a culture of excellence within our store.

Main Responsibilities:

  • Performance Monitoring: Regularly track and analyze sales and service metrics, identifying areas for improvement and implementing targeted strategies to boost conversions and enhance the overall customer experience.
  • Process Optimization: Streamline workflows, eliminate inefficiencies, and standardize procedures to ensure consistency across all service-related operations.
  • Team Management: Provide guidance, coaching, and mentorship to your team members, empowering them to excel in their roles and contribute to the achievement of team objectives.
  • Till Controls: Conduct regular audits and ensure accurate till remittances, as well as review and comment on relevant reports related to till operations.
  • Stock Management: Collaborate with the stock team to maintain accurate inventory levels, address discrepancies, and optimize stock allocation.
  • Compliance and Procedures: Ensure adherence to local and Group internal control rules, manage store archiving, and support sales teams in using digital tools effectively.
  • HR and Store Administration: Coordinate staff rotas, plan external/ temporary staff, liaise with HR, and manage internal communication.
  • Store Orders: Oversee the allocation of staff uniforms, ensure office stationery supply, follow-up general costs, and coordinate with suppliers.
  • Maintenance & Security: Manage day-to-day store maintenance, coordinate with suppliers and Head Office, and ensure timely interventions.

Benefits and Requirements:

This exciting opportunity comes with a competitive salary of approximately **€55,000 - €65,000 per annum**, depending on experience, as well as a range of benefits including comprehensive training, professional development opportunities, and a supportive work environment.

To be successful in this role, you will need to possess excellent communication and interpersonal skills, demonstrate strong leadership abilities, and have a proven track record in customer service management or a related field.

We welcome applications from motivated and enthusiastic individuals who are passionate about delivering exceptional customer experiences and contributing to the growth and success of our esteemed brand.



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