After Sales Service Manager, Beverly Hills

Job description

The Team:

The Hermès Beverly Hills Boutique opened in 1972 and focuses on providing extraordinary service to clients as a part of the Western Region. This position will report to the Operations Director and will work collaboratively with the sales team and selling support teams to support the client experience in a fast-paced, luxury environment.

The Opportunity:

The After Sales Service Manager is responsible for the management and performance of all after-sales services for the boutique, including leather and watch repairs, and alterations. This position ensures productivity and service standards are met while maintaining high quality of work.

All other duties as assigned by the supervisor.

About the Role:

• Manages the day-to-day activities of the Craftspeople and Alterations Associates monitoring performance, conducting performance reviews, communicating with Paris/Watch Group to ensure group standards are met. Additionally, will communicate group initiatives and updates pertaining to after sales and craftspeople, to the subsidiary, to ensure local and federal rules are respected. Ensure required skills training are conducted.
• Monitors flow of product to ensure productivity standards are met, assigned priority and communicating to retail management the status of the repair.
• Orders all supplies and ensures compliance with local regulation for materials used, safety standards and organization of the workspace to company standards.
• Responsible for developing standardized reporting relating to After Sales and providing these reports to the subsidiary as well as to Paris/Watch Group.
• Develops standards relating to the After Sales Service function to ensure that policies, procedures communication and standards relating to this area of the business are consistent throughout the subsidiary via reporting responsibility to the After Sales Team in stores.
• Screens and decides what should be repaired locally verses what is sent to Paris for repair. As well as closely screens what stores send back to logistics as damaged.
• Partners with Distribution and Service Center on store cards sent to Paris, turnaround, Fish and Wildlife Standards and inform on any exceptional client repairs that are high priority for tracking.

Supervisory Responsibility:

• YES

Supervises Leather Craftspeople, Watch Repair Craftsperson, Alterations Master Tailor and Associate, After Sales Service Supervisor/Associates.

Budget Responsibility:

• NO

Decision Making Responsibility:

• YES

Decides best course of action for team growth, product repair, policy and procedure.

About You:

• 5+ years of related experience in after sales, in a luxury, manufacturing, or technical product environment
• Experience leading a diverse team
• Knowledge of MS Office
• Strong reporting skills
• Client Service experience
• Comfortable with systems
• Able to work independently and supervise from a distance.
• Strong communication skills; able to communicate effectively and to a target audience
• Knowledge of French language a plus, but not required

Hermès of Paris (USA) requires proof of full vaccination status as defined by the CDC and/or applicable state or local health agencies against the virus known as COVID-19, and any variants, as a condition of employment with Hermès of Paris (USA), except where prohibited by state or local law. Hermès of Paris (USA) will consider any reasonable requests for accommodations for disability and sincerely held religious beliefs in accordance with applicable laws.

We are looking for a candidate that has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.

Company Overview:

Since 1837, Hermès has remained faithful to its artisan business model and humanist values. We place people at the heart of what we do and aspire to make a positive impact on the world. The freedom to create, the constant search for beautiful materials, the transmission of a savoir-faire of excellence and the aesthetic of functionality define the singularity of Hermès, a house dedicated to making highly-crafted, beautiful objects made to stand the test of time.

An independent, family-owned company, Hermès is dedicated to keeping production in France through its 42 workshops, The Hermès organization is also a truly global community with a network of 310 stores in 49 countries. Hermès employs more than 15,000 people worldwide with over 6,000 of the workforce being Hermès craftspeople engaged in making artisanal products, nurturing a 180+ year tradition of creativity and innovation.

At Hermès, our actions for sustainable development and corporate social responsibility are founded in values passed down by generations of humble artisans who have shaped the story of our house and the integrity of our objects. The roots of Hermès’ success and longevity lie in a sense of responsibility; a quest for authenticity and respect for time and preservation of natural resources. All at Hermès wish to leave a positive footprint on the world, a mission that’s at the heart of our commitment to progress. This narrative can be experienced in a series of shorts films “Footsteps Across the World” available on our website. Link here.

Our Commitment:

Family is at the heart of Hermès. At Hermès of Paris, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity, inclusion and family both within our own walls and in the wider world. At Hermès of Paris we look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our Hermès of Paris family. We support our individual team members personal and professional success through a culture that values equality, individuality and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves. Beyond the walls of our Maison, we advance our DIF values through the work that we do in partnership with our community and non-profit partners.

At Hermès of Paris, we are proud to be an equal opportunity workplace. It is the policy of Hermès of Paris, Inc. that applicants for employment are recruited, selected and hired on the basis of individual merit and ability with respect to positions being filled and potential for promotion or transfer which may be expected to develop. Applicants are recruited, selected and hired without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. In addition, personnel procedures and practices with regard to training, promotion, transfer, compensation, demotion, lay off or termination are to be administered with due regard to job performance, experience and qualifications, but without discrimination because of race, color, religion, sex, age, national origin, disability, genetic information, sexual orientation, citizenship, military or veteran status or any other basis prohibited by applicable law. Hermès of Paris, Inc. also provides reasonable accommodations to qualified individuals with disabilities, in accordance with applicable laws.

We collect personal information (PI) from you in connection with your application for employment with Hermes, including the following categories of PI: identifiers, personal records, commercial information, professional or employment information, non-public education records, and inferences drawn from your PI. We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at ccpa@hermes.com. Please do not submit resumes or applications to this email address.

Contract type: Regular position Country: United States of America City: Beverly Hills, CA Job: Retail Experience: Minimum 6 years Company: HERMES OF PARIS INC.