Hermès Retail 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.

Role & Responsibilities

• Ensure high standards of retail operations, organization and efficiency across stores to enhance the client experience.
• Support store teams by optimizing tools and sharing best practices in line with corporate policies, processes and values; spend time in stores to understand operational needs and provide daily support, information and training.
• Manage the team responsible for store operations, Press Showroom operations and Regional After-Sales Hub operations.
• Participate in team recruitment, including sourcing suitable profiles and conducting interviews, with HR support.
• Work closely with store management and serve as the store-level point of contact for corporate matters related to store operations.
• Roll out Group policies and procedures for in-store operations.
• Support store management in redefining back- and front-office organization.
• Train teams on store tools, including Cegid, MyHpad, My Stock App, Hermès Care and H-Link, and ensure correct use by new employees and existing users when new functions are introduced.
• Liaise with DSI in Paris regarding tool malfunctions and proposed improvements based on identified business needs.
• Facilitate the integration of omnichannel tools in stores, support deployment and related operational transformation, and improve coordination between Customer Relationship Centers (CRC) and stores.
• Establish and maintain a KPI-oriented approach to store operations, tracking stock accuracy, stock on hold, and conversion rates for reservations and customer requests to support efficiency, quality standards and customer service.
• Ensure effective stock organization across stores, share best practices between stores and within the region, and uphold Group standards in back-office areas and stockrooms to support sales efficiency.
• Manage destocking operations and special sales: inform and assist stores, control products before sale, organize sales and temporary staffing, and coordinate transfers to Paris.
• Coordinate annual price updates by checking consistency with Finance, validating prices in Cegid, informing stores and ensuring deadlines are met.
• Review store cycle-count schedules with Internal Control.
• Coordinate relationships with the logistics provider.
• Manage regional repairs from assessment and quotation through repair coordination and follow-up.
• Oversee the local workshop team, including two craftsmen, and continuously improve the Regional After-Sales Hub’s service level and support to stores across the region.
• Coordinate regularly with Group teams to align processes, standards and service expectations.
• Lead the regional rollout of retail projects, covering planning, budgeting, communication, implementation and training.
• Provide operational support to Real Estate teams for regional store openings and renovations, ensuring operational requirements are addressed.
• Organize and coordinate regional Exceptional Sales with Retail Merchandising, Finance, Logistics, Security and Communications.

Qualifications

• At least 5 years of retail experience in an operations role; at least 6 years.
• Management experience.
• Excellent behavioral and communication skills, leadership, and the ability to work with store teams and liaise with corporate.
• Strong understanding of basic supply chain concepts and a service- and customer-oriented approach.
• Organized, rigorous and reliable, with the ability to anticipate and prioritize team activities.
• Analytical mindset.
• Proficiency with Microsoft Office Suite.
• Fluent English, written and spoken, and the local language.
• Regular travel to stores.

Skills

Experience

At least 5 years of retail experience in an operations role; at least 6 years.

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.