Hermès Assistant Store Operations Manager

About Hermès

This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.

Hermès is seeking an Assistant Store Operations Manager in Bangkok to oversee customer services, internal controls, store administration, maintenance, security, stock management and team development. The role is full-time on an unlimited contract.

Role & Responsibilities

• Manage customer-service follow-up, including customer contacts and complaints, customer requests, personalized orders, reservations, remote sales and repair requests, in partnership with the sales team.
• Oversee customer-service performance, monitoring conversion rates and average turnaround times for reservations and requests, as well as lead times across aftersales and repair processes.
• Support store opening and supervise till closing; ensure accurate till controls and cash remittances to the safe and bank.
• Oversee store document archiving in line with local and Group internal-control rules; support accurate use of sales teams’ digital tools and act as the store’s key user for service processes.
• Ensure compliance with internal-control, health and safety procedures.
• Manage staff rosters to optimize sales-floor coverage, accounting for overtime, paid and sick leave, and accidents; coordinate external and temporary staffing with agencies.
• Oversee staff uniform fitting, ordering, alterations, dry cleaning and spare-uniform allocation.
• Manage office stationery, food and beverage, and other supplies; liaise with suppliers and control deliveries and invoicing.
• Coordinate day-to-day store maintenance, including lighting, cleaning, access and security, with suppliers and Head Office; ensure timely interventions and quality control.
• Manage internal and external security agents.
• Ensure stock processes are properly managed for inbound and outbound stock, damaged goods, returns and transfers; oversee correction of negative stock and discrepancies as needed.
• Prepare stocktakes and cycle counts, investigate discrepancies, and implement corrective actions to improve results and reduce shrinkage.
• Monitor the quality of team members’ customer interactions against Hermès standards; organize weekly morning briefings and provide regular feedback to the Store Manager.
• Support onboarding and training in Hermès culture, product knowledge and role-specific responsibilities; continuously coach and train team members toward team objectives.

Qualifications

• Passion for retail and luxury.
• Minimum 5 years of working experience; the role’s experience criterion is also stated as a minimum of 6 years.
• Significant prior management experience in an administrative or operations role, preferably in retail.
• Highly organized, rigorous and reliable, with the ability to work autonomously and anticipate needs.
• Service- and customer-oriented, serving both internal and external customers, with excellent communication skills.
• Proficiency with Excel and IT tools.
• Team player; prior management experience is appreciated for candidates supervising security.
• Fluency in written and spoken English is mandatory.

Skills

Experience

Minimum 5 years of working experience; the role’s experience criterion is also stated as a minimum of 6 years.

Workplace

Culture

The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.