Retail Operations

5 mesi fa

Milano, Italia Hermès Italie A tempo pieno

General Role

Reporting to the Retail Director, the Retail operations & development director is a strategic role to improve business performance by managing retail KPIs with focus on the country's boutiques, as well as to drive the development of retail projects.

Context
- Retail Operations:

- Analyze, monitor and improve retail organization including:

- Front activities include for example: traffic flows, welcome and queue management, cashier management, traceability, click in store
- Back activities include for example: stock and warehouse management, maintenance, safety
- Plan maintenance needs and ensure effective execution and coordination across stores (including budget management and improvement initiatives) and actively contribute to boutique projects renovations / extensions
- Analyze staff organization and support planning and improvement (including staffing needs planning, skills and profile mapping, job description and organization)
- Develop and maintain store processes and procedures (for example analysis of group policy and adaptation to local needs of the subsidiaries / stores for front and back-office activities, in collaboration with the Internal Audit Manager)
- Vendor management: support selection of new vendor and bidding process for competence areas and store need, in collaboration of Internal Audit and Finance Departments

Retail performance
- Support business strategy development, distilling insights from retail activities analysis and trends, supporting business plan preparation
- Coordinate and co-prepare the annual strategic plan with retail management and other departments:

- Ensure the roll-out and usage development of dedicated digital tools
- External business partners
- Coordinate Clients’ Business Development approach, by proposing projects meant to attract new clients
- Contribute to the specific Business Development initiatives
- Develop reporting to Retail Director on retail kpis, highlighting insights and proposing actions for improvement and monitoring implementation:

- Quantitative kpis and in store observation, including Operations, CRM and Customer Experience
- In store visits report (check of key processes, store environment, team, any opportunities or issues to be solved)
- Monitor the execution and productivity of services in store to drive client experience and sales
- Coordinate weekly retail meetings
- Support incentive scheme development and monitor results achieved (bonus reporting etc)

Continuous improvement
- Lead special project development and roll-out
- Monitor and report on market trends and competitors and propose/initiate/take actions
- Identify improvements in current counter operations and leverage best practices
- Ensure best practice sharing and proper training for retail procedure and best practice
- Support business case study
- Maximize the performance retail development of digital tools and management competencies tools knowledge and usage throughout the organization

People development
- Lead Retail support functions teams
- Direct involvement in the preparation of the induction of new resources joining the regional operation teams
- Consistently set training sessions to ensure guidelines and procedures are familiar and always correctly implemented
- Monitor quality of procedures and policies implementation, raising potential concerns
- Perform additional duties as required

Profile
- Bachelor’s and Master’s degree
- Over 5 years experience within a similar position - Strong experience in people management
- Good communication and networking skills, able to build good professional working relationships Proactive, results-driven individual, demonstrating initiative and commercial creativity
- Strong business sense with solid analytical and digital skills
- Dedication, commitment, personal initiative functioning
- Adaptable to working in a fast paced, ever-changing environment with flexibility in resolving issues and addressing changing priorities
- Positive mindset for collaboration and strive for continuous improvement and optimization Proficiency in Italian and English; French verbal and written skills would be highly beneficial

About the Hermès Group

Hermès was born in Paris in 1837 as a laboratory of harnesses and saddles for horses: since then, six generations of artisans have explored new crafts, animated by a creative impulse, combined with beautiful and processed with care material.
Today Hermès is an international group committed to innovation in a subtle harmony between past, present and future. It is a company founded on high standard values of dedication to excellence and authenticity of its objects. An independent family house that pursues its French artisan tradition: Hermès creates, sells and manufactures beautiful, useful and durable objects.
The company brings together more than 17.000 employees in 50 countries; the Italian branch is located in Milan and provides the local support and management to the 11 Sto

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