Hermès is known for its handmade luggage and handbags. One of them might require 18 to 24 hours to produce. The construction of each Kelly bag, for example, requires 18 hours to fully realize. Hermès’s leathers come from all over the world.
eCommerce Coordinator – Order Review, Payments and Fraud
Details of the job
The Team:
The Hermes.com team oversees all content and aspects of the eCommerce business while supporting omnichannel services, operational tasks and responsibilities, and reporting needs.
The Opportunity:
As the eCommerce Coordinator – Order Review, Payments and Fraud, you will support the team in all operational tasks including order review, payments, fraud and abuse monitoring and reporting, claims, and additional eCommerce operations tasks that require efficient time management skills to meet business needs and deadlines. In partnership with your manager, you will support and complete reports to propose areas of improvement and process evolutions related to order review and payments and fraud. You will work on operational responsibilities related to client services and help to elevate the overall client experience and partner with your manager and the Client Relations Training & Development team leaders to assist with training initiatives.
About the Role:
- Support eCommerce Client Relations team with order review, fraud monitoring, claims, returns, and additional tracking needs
- Assist with reporting needs and teamwide communication of analysis
- Respond to chargebacks with attention to detail while adhering to strict deadlines
- In partnership with Manager, report order cancellations and fraud
- Specialize in gathering data and drawing compelling conclusions from it
- Showcase and implement product knowledge, while conveying the Hermès style, values, and vision
- Maintain confidentiality and company policies for data protection and security
- Adhere to all Hermès policy & procedures relative to role and responsibilities
- Uphold high client expectations in every interaction
- Additional responsibilities may arise due to the needs of our business quickly evolving and shifting
Supervisory Responsibility:
- NO
Budget Responsibility:
- NO
Decision Making Responsibility:
- YES – customer experience and follow-ups
About You:
- Some weekend hours required
- 1-2 years of experience in a similar role or experience working with clients
- Strong ability to exercise appropriate judgment
- High level of attention to detail
- Proven excellence in communication skills (verbal and written) and ability to multitask
- Established knowledge of Microsoft Excel and Word
- Knowledge of French is helpful.
The hourly range for this position is $28.64 – $33.85. Actual rates are determined based on the job, location, and individual experience.
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.
Coordinator – Digital Strategy
The Team:
The eCommerce team oversees all aspects of the Hermès.com business while supporting omnichannel services as a cross-functional member within the Hermès corporate & retail network. The team deploys digital initiatives, enhances the online assortment, and optimizes the platform for ease in the user journey.
The Opportunity:
As the Digital Strategy Coordinator, you will help to drive growth under the eCommerce division and greater teams. You will support the team in reaching full sales potential by optimizing the product assortment, evaluating user needs, identifying market trends, and making actionable recommendations for ease in the online journey.
About the Role:
- Develop a broad understanding of all eCommerce and Merchandising functions and responsibilities to provide the Digital Strategy team support across multiple divisions with cross-functional partners.
- Support the Men’s & Women’s Universe Specialists in their day-to-day responsibilities.
Reporting
- Prepare daily reporting for Digital Strategy team on sales trend, stock movement, traffic, and CRM highlights. Based on findings, provide insights and actionables.
- Support Digital Strategy team by preparing ad-hoc reports for business reviews.
- Assist in developing market preparational tools for the eCommerce buying team ahead of buying appointments 4x per year.
Product Merchandising
- Review sales & stock levels to drive online business for Hermès departments. Ensure optimal inventory levels to increase conversion and sales potential.
- Monitor daily product deliveries and relay opportunity to cross-functional teams for website highlights.
- Partner closely with cross-functional teams to launch products online and ensure product accuracy on site. Monitor launch performance and relay results to greater teams.
- Assist the buying team in order entry and requested edits.
Project Execution
- Support development & execution of both short- and long-term project roll-out. Collaborate across multiple teams to ensure alignment and synergy across initiatives.
- Compile competitive analyses on industry best-practices in the digital space and product offerings.
All other duties assigned by supervisor.
Supervisory Responsibility:
- NO
Budget Responsibility:
- NO
Decision Making Responsibility:
- NO
About You:
- BA degree preferred
- 1 -2 years experience in a similar role or work environment (retail merchandising/planning, digital analytics, or buying role)
- Comprehensive knowledge of Microsoft Office
- Excellent written and verbal skills
- Strong collaborator—ability to build and maintain relationships with cross-functional teams
- Natural problem-solving skills
- High level attention to detail
- Knowledge of French is helpful, but not required
The hourly range for this position is $28.64 – $33.85. Actual rates are determined based on the job, location, and individual experience.
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.
Sales Specialist, Austin
The Team:
The Hermès Austin Boutique opened in 2022 and focuses on providing extraordinary service to clients as a part of the Central Region. This position will report to the Managing 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 primary responsibilities of a Sales Specialist are to achieve selling and customer service objectives while adhering to the operational asset protection standards of the boutique.
About the Role:
Sales Objectives
- Accountable for meeting monthly and annual individual sales goals while working as part of a team for the boutique to achieve its collective target.
- Organize and prioritize the selling floor to support the sales effort and overall customer experience. Ensure all items (bags, boxes, note cards, ribbon, stationary and the like) are stored at all times. Maintain selling floor to meet standards to including straightening, filling in and replenishment of new receipts following VM guidelines, physical EAS tagging, ticketing, etc.
- Provides assistance as needed in inventory preparation.
POS
- Responsible for processing and ensuring the accuracy of all transactions including receipts, CRM files (which provide meaningful detail of purchase history and sales analysis, SKUs, monetary payment and client verification), and the administrative support of after sales service when needed.
- Partners with management on POS decisions and communicates discrepancies, should they occur, during the opening, closing and general POS variances by end of business day.
- Maintain cleanliness and organization of workstation at all times.
Asset Protection
- Responsible for complying with all asset protection procedures such as employee sign in sheets, bag checks in conjunction with AP as application. Practice appropriate AP techniques and follows all guidelines for key control and merchandise security. Respects physical EAS tagging guidelines and ensure all products are properly ticketed (on floor, back of house and merchandise returns). Properly prepares for physical inventory and participates in monthly cycle counts (or as directed by management).
Customer Service
- Consistently provide high levels of service to our clients within the Hermès standard of service: prompt and friendly greeting, offer to assist and answer questions, and assistance with wrapping and packaging at POS
Supervisory Responsibility:
- NO
Budget Responsibility:
- NO
Decision Making Responsibility:
- NO
About You:
- 2+ years of experience in sales, experience in a luxury environment preferred
- Strong relationship development and impeccable communication skills
- Even-tempered with ability to continuously multi-task
- Self-starter and able to work independently while balancing collaboration with a team
- Strong organizational skills
- Open availability to accommodate needs of the business
- Ability to lift between 0-25 lbs. without assistance
The hourly range for this position is $23.72 – $26.22. Actual rates are determined based on the job, location, and individual experience.
We are looking for a candidate who has a combination of the above attributes and can perform the key functions of the role with or without reasonable accommodations.
Client Development Manager, Women’s Ready-to-Wear
The Team:
The Omnichannel Customer Development & Client Relations Management (CDRM) team is a retail-facing team focused on customer acquisition and retention through Analytics, CRM, After Sales, Client Services, and Experience. The focus of the team is to reach new and existing clients through the sales and service ceremony, bespoke services, smart analytics, and animations all to strengthen acquisition and customer loyalty. The multifaceted team works in tandem to drive traffic to stores and provide one-of-a-kind memorable experiences.
Position Overview:
The Client Development Manager is a key partner for the métier, the merchandising team, Visual Merchandising team, and the retail and ecommerce teams in developing Hermès Women’s Read-to-Wear business.
In collaboration with the Senior Manager, the Manager of Client Development will be responsible for developing and implementing strategies to drive sales through in-store events such as market trunk shows and other WRTW related animations. You will continuously partner with the stores to deliver the best client experience and ensure an elevated service and selling ceremony. You will identify and implement new initiatives to target, build and establish successful relationships with existing and emerging clients through exceptional experiences and in store activation programs in strong partnership with cross-functional partners
Role and Responsibility:
- Women’s Ready-to-Wear Expertise
- Partner with the training team and the merchandising team in delivering training on the new collections and fundamentals
- Serve as an Ambassador in frequently communicating with the Women’s RTW métier in Paris, relaying feedback on products and services from customers.
- Service Excellence and Client Development
- Demonstrate consistent high level of customer service, with an entrepreneurial approach in supporting Women’s RTW events as well as in developing new services.
- Become an ambassador to Hermès WRTW clients as well as a trusted advisors for Hermès store teams.
- Partner with Managing Directors to develop client development initiatives.
- Establish strong client relationships that allow for continuity and ongoing representation.
- Partner with the CRM team to identify clients for international events such as Fashion Shows, Universe Events and be their respective host
- Monitor competitive activity to ensure that the appropriate response strategies are formulated and communications
- All other duties assigned by supervisor
Supervisory Responsibility:
- NO
Budget Responsibility:
- YES
- Responsible for achieving WRTW sales plans
- Annual budget for Travel & Expenses (T&E)
Decision Making Responsibility:
- YES
- Approval for orders
- Sales Plan
- Training & development in tandem with Training Director
Qualifications and Education Requirements:
- Minimum Years of Experience
- 5+ years of sales and relevant experience
- Minimum Education Requirement
- College degree preferred
Preferred Skills:
- Passionate about Women’s Ready-to-Wear
- Impeccable standards of service and experience with luxury clientele
- Strong planning & organizational skills with a sense of priority for deadlines and attention to detail
- Elevated leadership and communication skills
- Even tempered with ability to continuously multi-task
- Self-starter and ability to work independently
- Flexible with schedule changes to accommodate needs of the business
- Proven excellence at meeting long and short-term deadlines
- Strong knowledge of Microsoft Office & PowerPoint
- Ability to lift between 0-25 lbs. without assistance.
The range for this position is $96,706.50 – $114,289.50. Actual rates are determined based on the job, location, and individual experience.
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.
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