Key Responsibilities

1. Back Office Customer Service Management

Management and follow-up of Customer Services 

Manage services to customers (customer contact and complaints handling, follow-up in relevant store IT tools, etc.) Be responsible for the quality of 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. Be a real partner to sales team to optimize and simplify the back-office follow-up of those services

Performance follow-up and continuous improvement on Customer Services

Be responsible for the business performance of all service-related operations Monitor conversion rates and average durations for reservations and customer requests Monitor 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

2. Internal Control and Procedures

Till controls

Support on morning store opening (till opening, key checks etc)  Supervise till closing with sales teams 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)

Stock Controls

Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies

Compliance and knowledge on internal procedures

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, support the team on any issue  Be responsible for the application of procedures related to internal control and health & safety 

3. Store Administration

HR & Store Team Administration

Manage the staff rotas to optimize sales floor coverage, taking into consideration overtime, paid leave, sick leave, accidents etc. Coordinate with external agencies to plan external / temporary staff  Liaise with your HR department to consolidate resumes and applications received at store level  Manage and / or organize internal communication: information dispatch, notes, organization chart or  contact list updates, etc.

Store orders

Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing Follow-up general costs 

Maintenance & Security 

Be responsible for store day-to-day maintenance (lighting, cleaning, access, security…): coordinate with suppliers and Head Office, ensure timely interventions, control the quality  Manage internal and external security agents 

Competencies & Skills

Passionate about retail and luxury Significant previous experience in administrative / operations position, preferably in Retail environment  Very organized, rigorous and reliable, able to organize his/her work autonomously and to anticipate Service- and customer-oriented (internal and externa customers), with excellent communication skills  Proficient with Excel / IT tools Team player  Language requirements: fluency in Turkish and English is mandatory (written and oral)