Operation Team Leader

About the role

The Operation Team Leader will act as a key partner to the sales team, ensuring smooth back‑office processes for customer services, complaints, and repairs. This role oversees the performance of service‑related operations, staff scheduling, and the coordination of store resources to maintain Hermès standards of excellence.

Key responsibilities

• Partner with the sales team to optimise and simplify back‑office follow‑up of customer services, complaints and repair cases.
• Monitor business performance of all service‑related operations through KPI tracking.
• Support store opening and closing, ensuring accurate till controls and cash remittances.
• Review and comment on till operation reports using internal tools.
• Assist the stock team in correcting negative stocks or discrepancies.
• Train new joiners on processes, tools, and new procedures.
• Manage staff rosters to optimise floor coverage, considering overtime, leave and absences.
• Oversee staff uniform allocation, including fitting, ordering, alterations and dry‑cleaning.
• Organise supply of office stationery, food & beverage and other tools, coordinating with suppliers and handling invoicing.
• Monitor the quality of Sales & Service team interactions with customers to ensure alignment with Hermès standards.
• Supervise internal leather artisan or tailor when required.
• Conduct weekly morning briefings with the Sales & Service team and provide feedback to the Boutique Manager.

Required profile

• Minimum 6 years of relevant retail management operation experience in luxury, high‑end fashion, jewellery or watch retailing.
• Well‑organized, rigorous, reliable and able to work autonomously.
• Pleasant, hard‑working, service‑minded with excellent communication skills.
• Fluent in spoken English and Mandarin.

Required skills

• Proficiency with MS Office.