BOH Assistant Manager

About the role

This position is responsible for all BOH (Back of House) management including consistent excellence of all customer services (Aftersales, Customer Requests, Reservations), till control procedures and oversees the stock management processes. He/She supports the store Management in the general administration of the back of house activities and processes to ensure smooth functioning and facilitate day-to-day operations.

What you'll do

• Contribute to your team's effort in managing services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.)
• Ensure follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow-up routines in the schedules of your team.
• Be a real partner to sales team to optimize and simplify the back-office follow-up of those services
• Be responsible for the business performance of all service-related operations
• Monitor and manage conversion rates and average durations for reservations and customer requests
• Monitor and manage lead times at each relevant step of the aftersales & repair lifecycle
• Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store
• Support on morning store opening (till opening, key checks etc)
• Supervise till closing with sales teams and/or cashiers after the store has been closed
• Be responsible for accurate till controls and cash remittances (to the safe, to the bank)
• Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)
• Manage the store archiving for relevant documents, following the local and Group internal control rules
• Support sales teams towards a perfectly accurate use of their digital tools and be the store's key user on Service-related processes: train newcomers on processes & tools, communicate new features and/or procedures.
• Be responsible for the application of procedures related to internal control and health & safety
• Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc.

Requirements

• At least 10 years of professional experience in store operation, stock management, and team management, preferably in high-end fashion, luxury, hospitality industry
• Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate
• Service- and customer-oriented (internal and external customers), with excellent communication skills
• Proficient with Excel / IT tools
• Team player - first experience of management appreciated

Preferred qualifications

• Fluent in English is a plus

Benefits

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