Fixed Term Contract - FRA/ENG/ITA Client Services Team Manager E-commerceHermès

Créateur, artisan et marchand d'objets de haute qualité, Hermès est, depuis 1837, une maison française, familiale et indépendante.

Animé par un esprit d'entreprendre continu et une exigence constante, Hermès cultive la liberté et l'autonomie de chacun grâce à un management responsable.

L'entreprise pérennise la transmission de savoir-faire d'exception par un ancrage territorial fort dans le respect des femmes, des hommes et de la nature. Seize métiers artisanaux irriguent la créativité de la maison dont les collections rayonnent dans 293 magasins dans 45 pays.

Chez Hermès, plus de 25 000 collaborateurs dont 15 550 en France, s'emploient à faire « du beau dans du beau » dans un cadre harmonieux, respectueux de l'environnement. L'entreprise est ouverte à de multiples profils et porte une attention particulière à l'inclusion des personnes en situation de handicap, avec un taux d'emploi direct de 7,12% en France en 2023. Hermès s'attache à rechercher des femmes et des hommes dotés d'un esprit de curiosité, du sens de l'équipe, d'une exigence de qualité. Un management basé sur la confiance donnée à chacun, qui entretient un esprit collectif et un apprentissage permanent.

Employeur responsable, nous nous engageons dans l'éthique, les diversités et l'inclusion. Rejoignez l'aventure humaine Hermès !

Pour en savoir plus sur notre engagement en faveur de l'inclusion des personnes en situation de handicap :

https://finance.hermes.com/fr/hermes-poursuit-son-engagement-en-faveur-de-linclusion-des-personnes-en-situation-de-handicap/

Entity: Hermès Sellier, division Hermès Distribution Europe
Department: E-Retail
Status: Mission from asap to end of year
Hours: Monday through Friday, 5 days a week - occasional work on Saturdays and bank holidays.
Place of work: Paris
Within the Hermès.com Europe, you will be part of the Client & Service Department, manage a team of around 10 client advisors and will be responsible for the excellence of customer relations, regardless of their purchasing channel.
Working Environment
You will manage, recruit, develop and support the team on a daily basis to reach high standards of customer service quality.
You will manage a team of around 10 client advisors and report to one of the E-store managers.
As a member of the Client Relation Center (CRC) Management team, you work in close collaboration with other Team Managers, ensuring aligned processes, communication and organization within the CRC.
Your daily motivation is to develop and assist the team in a positive and challenging spirit!
Team development

• Recruiting CRC agents, based on needs for the CRC provided by E-store managers & HR
• Assuring integration, as well as on and offboarding of CRC agents (with Office Manager)
• Managing and developing the team by empowering everyone to create a stimulating and positive atmosphere, assuring everyone's commitment to a good teamwork
• Embodying Hermès values with the team/customers and ensure mutual aid, aiming for excellence and caring within the team
• Evaluate the people in the team on an individual basis, both regularly and during mi-annual and annual interviews
• Ensuring the development of the skills of his/her team, by listening to individual and collective needs, and by passing on information to the Training Manager, in order to set up appropriate training.
• Assure training program with Training Manager in line with team member presence and coherence of their needs
• Coaching each team member with regular individual meetings:
• To ensure good integration and give feedback on KPI's achievements (pick up rate, mails, sales)
• To reach standard of Customer Service level and enable each team member to improve competences

Monitoring and Support

• Monitor the KPI's (daily basis and individual ones) related to his/her team and propose actions to improve its performance and sharing with the E-store manager
• Ensure compliance with processes regarding clients and subsidiaries and support the team in improving customer relations
• Support team in dispute cases with clients - Alert E-store manager in case of problems/litigation/difficult cases and propose solutions
• Take managerial decisions in order to solve client disputes
• Management of team planning / team presence
• Management of vacation validation (in ADP and Excel sheet)

Communication

• Organize regular Morning Briefs with the team to share information, processes, best practices (+ animation of Morning Briefs in a creative and stimulating way)
• Assure coherence within the whole E-com team in the communication processes and regular exchange by sharing information with other Team Leaders of different services
• Share information and feedback with E-store manager concerning the Team, disputes, processes, malfunctioning - in order to offer improvement propositions
• Regular reporting of team performance to the E-store manager

Benefic aspects for you

• You are joining a dynamic, international team with lots of interactions with different departments
• You are autonomous and proactive in your daily organization
• You benefit from a wide range of missions
• You help to empower your team and enable them to grow personally and professionally
• You are in contact with the subsidiaries of your perimeter

This position fits you, if you are

• Experienced as a manager
• Open-minded, capacity to work in a team spirit and leadership
• Client service oriented and eager to provide excellent customer experience
• Able to drive and energize day-to-day performance by working closely alongside teams in the open workspace to achieve our objectives
• KPI's and solution oriented, being able to "think out of the box"
• Trilingual English/French/Italian