Hermès Back Office & Customer Service Manager
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jun 2, 2026
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.
Back Office & Customer Service Manager at luxury retailer in Bangkok, Thailand. Manage customer services and store operations.
Role & Responsibilities
- Manage and oversee all customer service operations including contact management, complaint resolution, and follow-up using store IT systems
- Ensure quality assurance across all service requests, special orders, reservations, and repair requests
- Partner with the sales team to optimize back-office procedures and streamline service workflows
- Monitor and report on performance metrics and lead times across the aftersales and repair lifecycle
- Conduct till control activities and support stock management by reviewing and correcting discrepancies
- Maintain accurate inventory records and conduct regular stocktakes for store repairs
- Administer store archiving and documentation in compliance with local and group internal control standards
- Ensure application of internal control, health, and safety procedures across the store
- Serve as the key user for service-related digital tools; train staff on processes and communicate procedural updates
- Manage internal communications, staff uniform allocation, and supply procurement (stationery, food & beverage, equipment)
- Coordinate store maintenance and security arrangements with relevant suppliers and external agents
Qualifications
- Minimum 2 years of relevant experience in luxury retail, high-end fashion, or similar back-office operations environment
- Demonstrated passion for the retail industry with strong selling skills
- Knowledge and appreciation for fashion and quality products
- Fluency in English; additional languages highly desirable
- Strong team player with excellent communication and service-oriented mindset
- Basic computer literacy and proficiency with retail management systems
Skills
Experience
At least 2 years of relevant experience in high-end fashion, luxury retail, or a similar back-office management capacity within a retail environment.
Education
Not specified
Workplace
This position is based in Bangkok, Central, Thailand.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Hermès, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Operations Manager», «Retail Operations Coordinator», «Store Service Administrator», «Client Services Supervisor», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.