Operations Support Manager, Luxury Retail

2 weeks ago

Honolulu, Hawaii, United States Hermès Full time

The Team:


The Hermès Boutique is renowned for its commitment to exceptional client service and operates within the luxury retail sector.

This role will report directly to the Operations Director and will collaborate closely with both the sales team and support staff to enhance the client experience in a dynamic, high-end environment.


The Opportunity:


The Operations Support Manager is tasked with supervising and facilitating operational processes, particularly focusing on all aspects of cash management.

This position involves communication, training, and the implementation of company policies to ensure adherence.

Key responsibilities include overseeing cash management, ensuring transaction accuracy at the point of sale (POS), auditing transactions, fostering client relationships through CRM initiatives, and training Sales Specialists to execute transactions in accordance with POS standards and policies.


About the Role:


Engage in all managerial duties essential for the smooth operation of the business, including monitoring and validating cash handling procedures (such as opening and closing protocols, safe remittance processes) to ensure compliance, proper documentation, and timely investigation of discrepancies.

Ensure the accuracy of all register transactions, including receipts, client data, product SKUs, payment methods, and client verification.
Conduct daily audits of transactions in collaboration with Asset Protection.

Clearly communicate cash management policies and procedures to all Sales Specialists, ensuring active compliance during sales transactions.

Provide training for new Sales Specialists on transaction processes. Educate team members on new policies, procedures, and access through the Hermès Portal. Maintain a training log and schedule based on business requirements.
Collaborate with corporate Finance teams on all POS-related issues (charge disputes, IRS forms follow-up, mail checks, etc.).

Ensure daily media documentation is accurate, including copies of all relevant receipts for discounted sales, canceled transactions, returned items, and shipped products.

Perform daily audits of cash reports (void transactions, returned items, price adjustments).
Generate change orders and ensure all change requests are fulfilled. Conduct necessary cash till and change audits with Asset Protection.

Communicate CRM standards, follow up daily for associate compliance, and maximize the quality of client capture rates and detailed information according to Hermès standards.

Support the workflow of after-sales service and the activities of craftspeople/tailors (training on POS, transaction support, activity logs, and revenue tracking).

Assist with additional operational functions or projects as required by the business.
Perform other duties as assigned by the supervisor.

Supervisory Responsibility:
No

Budget Responsibility:
Yes

Decision Making Responsibility:
Yes

About You:
4+ years of experience in retail management in a comparable role; prior experience in a luxury setting is preferred.
Proficient in computer applications, particularly MS Excel, Word, and PowerPoint.
Exceptional verbal and written communication skills.
Strong knowledge of POS and telephone systems.
Ability to perform well under pressure and manage multiple tasks simultaneously.
Excellent interpersonal skills and a collaborative management approach.
Detail-oriented with strong organizational capabilities.
Customer service-focused.
Ability to handle challenging situations with poise, empathy, and composure.
Capability to lift between 0-25 lbs. without assistance.
The annual salary range for this position is $80,000 to $92,000, determined based on the role, location, and individual experience.


We seek a candidate who embodies a combination of the above attributes and can effectively fulfill the key functions of the role with or without reasonable accommodations.

Company Overview

Since 1837, Hermès has adhered to its artisan business model and humanist values.

We prioritize people in all our endeavors and strive to positively impact the world.

The freedom to innovate, a relentless pursuit of exquisite materials, the transmission of exceptional craftsmanship, and the aesthetic of functionality define the essence of Hermès, a house dedicated to creating highly-crafted, beautiful objects designed to endure.

An independent, family-owned enterprise, Hermès is committed to maintaining production in France across its 42 workshops. The Hermès organization also represents a truly global community with a network of 310 stores in 49 countries.

Hermès employs over 15,000 individuals worldwide, with more than 6,000 artisans dedicated to crafting artisanal products, upholding a tradition of creativity and innovation that spans over 180 years.


At Hermès, our initiatives for sustainable development and corporate social responsibility are rooted in values passed down through generations of humble artisans who have shaped our legacy and the integrity of our creations.

The foundation of Hermès' success and longevity lies in a commitment to responsibility; a quest for authenticity and respect for time and the preservation of natural resources.

All at Hermès aspire to leave a positive impact on the world, a mission that is central to our commitment to progress.

Our Commitment

Family is integral to Hermès.

At Hermès of Paris, we are dedicated to being a Maison for All, a space where we strive to promote and advance the values of diversity, inclusion, and family both within our organization and in the broader community.

At Hermès of Paris, we aim to cultivate a diverse workforce of talented individuals with varied backgrounds, skill sets, and perspectives that will enrich our Hermès family.

We support the personal and professional success of our team members through a culture that values equality, individuality, and fairness, fostering an environment where individuals can thrive and feel comfortable being their authentic selves.

Beyond our Maison, we promote our DIF values through our collaborative efforts with community and non-profit partners.

At Hermès of Paris, we take pride in being an equal opportunity workplace. It is the policy of Hermès of Paris, Inc.

that applicants for employment are recruited, selected, and hired based on individual merit and capability concerning the positions available and potential for advancement or transfer.

Applicants are considered without discrimination based on 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.

Furthermore, personnel procedures and practices regarding training, promotion, transfer, compensation, demotion, layoff, or termination are administered with due regard to job performance, experience, and qualifications, without discrimination based on 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 Hermès, including 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, please reach out to us.

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