Customer Care & Operations Executive

Working as part of the Retail Operations team who have overall responsibility for the operational and customer experience element of the Retail Mode. The Operations Executive is responsible for providing administration support to Retail Operations and the Retail Network (portfolio includes DOS, Outlet and Stores) nationally to support them in achieving the required financial outcomes in line with the business strategy.

Your primary responsibilities for daily customer communication, providing excellent customer care for all end consumers who contact HUGO BOSS primarily via phone call, email and chat messaging.

Key accountabilities include (but are not limited to):

Global E scope : Be the first point of contact for customers contacting Hugo Boss head office and respond to their queries promptly, professionally and with due courtesy to resolve their complaint to their satisfaction within company guidelines. This will include email, letter, phone call contact and chat messaging.Recognize common complaints and highlight any policy that may be aggravating customer complaints to liaise with the Customer Care management team and find long term solutions.Understand retail law in relation to sales of goods, faulty goods, refunds, pricing and service expectations and be able to explain this to Store Management if required.Supporting our end consumers via all sales and common communication channels.Support the retail team with information for the production of a weekly action update for stores and monthly newsletter.Responsibility for fast and competent service for process-relevant and technical inquiries of our store staff and customersDetecting technical issues and offering solutionsAny other ad hoc duties to ensure the team maximizes potential and supports the business goals. Retail Operations scope: Administration and distribution of store communications and communication tools (HB-Actions, key business initiatives, retail performance report, retail DOS overview, etc.)Administration of business calendar for retail and head officeRetail system key user (new starter set ups, changes and deletion of user accounts for the Debitor Creation Tool, SIAM Profiler (SAP PR2 & BIS) and SOVIA)Collating and administrating POS material order for retail storesSupport with reporting; this could include collation or analysis of dataEnd to end Retail Operations administration supportEnd to end Customer service administration supportScheduling and rostering support and trainingAdministration, coordination and implementation of retail tools, policies and procedures (SOM)Manage Global Staff Uniform process from communication, allocation of uniform, ordering of GSU with Global, follow up on GSU agreement forms and alteration costSupport with roll out of key projects for retailEnd to end Retail Operations administrationDelivering operational training (POS, Customer Voice, StorIQ, MOCCA, Customer Messaging Dashboard, etc.)Working with the Learning & Development Manager to manage the Customer Voice Program for HUGO BOSS Singapore.

This is achieved through:Management of day-to-day retail operations and customer service administration requirements and general enquiries as well as ad hoc retail projectsExceptional time management, attention to detail and organizational skillsIn addition to the key requirements, this role is involved in supporting in the delivery retail related projects, implementing and coaching the Retail Network through change, driving sales and profitability, mentoring and coaching the Retail Network in operational best practice and developing a positive and passionate culture.

The role requires an individual, who is results driven, can lead by example, demonstrates initiative, and addresses issues quickly, ensuring minimal impact to the business.

The Retail Operations Executive will interact regularly with the Retail Network, Area Management, the L&D team, HR, Merchandise, Finance & IT, Maintenance & VM. To ensure they have a holistic understanding of the business the Retail Operations Executive will be required to spend time in field visiting and supporting stores.

Program needed: Microsoft Excel, Word, PowerPoint.

Your profile:Understand and represent the brand values. Excellent communication skills both written and verbal, with all levels within the company.Enthusiastic, self-confident and self-motivated. Shows ambition to drive through initiatives and change to achieve company targets.Pays close attention to detail, accuracy and is very analytical.Willing to adapt and take on new challenges and driven to continually improve.Professionalism is maintained at all times.

Confident, attentive and customer-oriented presence on the telephone. Able to handle multiple demands and competing priorities successfully. Your focus is customer satisfaction, strong service and offering consumer-oriented solutionsWork effectively and efficiently with the ability to establish credibility.

Willingness to work in shifts, including on some weekends