Hermès E-Commerce Operations Team 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.

Role & Responsibilities

• Recruit, onboard, and manage a team of approximately 10 e-commerce operations officers, ensuring high performance standards and operational efficiency
• Manage risk operations including order verification, purchase behavior analysis, and fraud detection to safeguard transaction integrity
• Oversee payment transaction management, till reconciliation, and financial controls within the e-commerce platform
• Administer stock management, supply chain follow-up, and inventory optimization to ensure product availability
• Conduct regular individual and mid-annual performance reviews, providing constructive feedback and coaching to team members
• Design and coordinate team development initiatives, including recruitment planning, integration, and offboarding in collaboration with HR and the Office Manager
• Monitor and analyze operational KPIs, proposing corrective actions and performance improvements to the Operations Manager
• Ensure compliance with internal processes and partner protocols while identifying opportunities to enhance operational efficiency
• Manage team scheduling and leave administration through Peopleware and ADP systems
• Resolve client disputes and escalated issues through sound managerial decision-making
• Coordinate training programs with the Training Manager, addressing individual and collective skill development needs
• Organize regular team meetings and cross-departmental communications to align processes and share best practices across the e-commerce team
• Provide regular KPI reporting and performance updates to the Operations Manager
• Embody Hermès values and cultivate a positive, collaborative team environment centered on mutual aid and excellence

Qualifications

• Proven management experience with demonstrated success leading operational teams
• Extensive background in retail operations, digital commerce, or IT environments
• Recognized leadership capabilities with capacity to inspire and develop team members
• Strong proficiency with operational management tools such as Peopleware and ADP
• Results-oriented mindset with ability to think creatively and propose innovative solutions
• Excellent interpersonal and communication skills with collaborative team approach
• Customer service excellence orientation and commitment to delivering exceptional experiences
• Comfort with IT systems and digital tools, including e-commerce platforms
• Ability to manage multiple priorities, work autonomously, and adapt to dynamic environments

Skills

Experience

Minimum 3 years of management experience in retail operations, digital commerce, or IT environments. Prior experience leading operations teams and managing cross-functional initiatives is essential.

Education

Secondary education minimum; higher education in business management, operations, or related field preferred.

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.