Hermès Sales & Service Support Assistant Manager

Operated locally by Boissy Singapore Pte Ltd for Hermès, the assignment sits within the global Hermès retail network. Hermès is a leading maison in luxury leather goods, ready-to-wear and accessories, distinguished by artisanal craftsmanship, elevated client service and rigorous operational standards across flagship and airport boutique formats.

1. Manage all back‑office customer service activities including reservations, client enquiries and product searches; liaise with other stores to organise transfers and keep clients updated.
2. Administer the full after‑sales cycle (Hermès Care): open and follow cases, validate quotations with clients, prepare parcels for shipment and coordinate with stock/warehouse teams.
3. Process remote and telephone sales: register orders according to local procedures, isolate product stock for deferred shipment and ensure accurate sales documentation.
4. Monitor and report service performance: track KPIs for reservations, customer requests and after‑sales (volumes, age, conversion rates, pending files) and produce regular performance reports.
5. Conduct business control tasks: perform till checks, oversee cash remittances, review till reports and support resolution of negative stock positions.
6. Act as key user and trainer for service processes and tools: train new joiners, communicate procedural changes and provide day‑to‑day support to store teams.
7. Lead and support the Stock Supervisor and stock team: coordinate inbound goods processing, enforce stockroom discipline, supervise cycle counts and drive stock accuracy.
8. Oversee store administration and HR matters: prepare rosters, consolidate leave/overtime records, manage internal communications and staff uniform procurement.
9. Coordinate maintenance, security and H&S: act as primary contact for landlord/contractors, ensure timely interventions and uphold health & safety procedures across stores.

1. Minimum 6 years' relevant experience in service, administration or retail operations roles, preferably within luxury retail.
2. Demonstrated ability to work autonomously with strong organisational rigour and anticipation of operational needs.
3. Excellent client‑facing communication skills, service orientation and professional discretion.
4. Proven team working skills; prior supervisory or line management experience is an asset.
5. Fluent spoken and written English.

1. Excel
2. Hermès Care
3. KPI tracking and reporting
4. Cash / till control
5. Stock management and cycle counts
6. Staff rostering and HR administration
7. Service process training (key‑user)
8. SOP adherence

Minimum 6 years of professional experience in service, administrative or operations roles, ideally within retail or luxury environments; experience supervising teams or coordinating stock operations is preferred.

Secondary education required; tertiary qualification in business, retail management or a related discipline preferred.

The role is embedded in a high‑service, client‑centric retail environment that prioritises craftsmanship, discretion and operational excellence. Colleagues operate collaboratively across store, stock and head office functions to maintain Hermès' exacting standards and personalised client experience.