Operations Associate – Sales and Service Support

Join; Vancouver; On-site; CAD 45,000 - 65,000; Full time

Job summary

A renowned luxury retail company seeks an Operations Associate in Vancouver. As an integral part of the retail operations, you will manage customer services, monitor performance metrics, and ensure compliance with internal procedures. The ideal candidate will have at least 3 years of experience in a similar role, possess excellent organizational and communication skills, and be proficient with IT tools like Excel. The position offers a full-time unlimited contract in a dynamic luxury retail environment.

Qualifications

• Minimum 3 years of experience in an administrative or operations position.
• Passion for retail and luxury services.
• Fluency in English (written and oral).

Responsibilities

• Manage customer services and follow-up routines.
• Monitor business performance of service-related operations.
• Supervise till controls and cash remittances.

Skills

Customer service expertise

Organizational skills

Communication skills

Proficiency with Excel

Teamwork

Job description

Operations Associate – Sales and Service Support

At a glance

• Job Category Retail - Store Operations
• Years of Experience Minimum 3 years
• Contract Type Unlimited contract
• Job Schedule Full time
• Legal Employer HERMES CANADA INC
• Posting Date 10/30/2025, 12:49 PM

Details of the job

A creator, artisan and seller of high-quality objects since 1837, Hermès is an independent, family‑owned French house that employs nearly 20,000 people worldwide. Driven by its permanent entrepreneurial spirit and consistently high standards, Hermès cultivates the freedom and autonomy of each individual through responsible management. The company perpetuates the transmission of exceptional know‑how through strong territorial anchoring that respects people and resources. Sixteen artisanal métiers feed the creativity of the house, whose collections are presented in over 300 stores around the world.

Hermès Canada has had a presence in Canada since 1987 and has over 130 employees, across four stores, located in: Toronto, Montréal, Vancouver, and Calgary, as well as our e‑commerce activity, and corporate office. Family is at the heart of Hermès. At Hermès Canada, we are committed to being a Maison for All, a home where we make efforts to generate, support and advance the values of diversity and inclusion, both within our own walls and in the wider world. We look to create a diverse workforce of talented and unique individuals with different backgrounds, skillsets and worldviews that will enrich our family. We support our individual team members’ personal and professional success through a culture that values equality, individuality, and fairness and through an environment where individuals can thrive and feel comfortable being their authentic selves.

MAIN ACCOUNTABILITIES

Back Office Customer Service Management

Management and follow‑up of Customer Services

Manage services to customers (customer contact and complaints handling, follow‑up in relevant store IT tools, etc.)

Be responsible for the quality of follow‑up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, Repair requests) by setting up follow‑up routines.

Be a real partner to sales team to optimize and simplify the back‑office follow‑up of those services

Performance follow‑up and continuous improvement on Customer Services

Be responsible for the business performance of all service‑related operations

Monitor conversion rates and average durations for reservations and customer requests

Monitor lead times at each relevant step of the aftersales & repair lifecycle

Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in store

Internal Control and procedures

Till controls

Support on morning store opening (till opening, key checks etc)

Supervise till closing with sales teams after the store has been closed

Be responsible for accurate till controls and cash remittances (to the safe, to the bank)

Review and comment all relevant reports related to till operations in the dedicated internal tool (discounts & forced prices, cancelled sales)

Stock Controls

Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies

Compliance and knowledge on internal procedures

Manage the store archiving for relevant documents, following the local and Group internal control rules

Support sales teams towards a perfectly accurate use of their digital tools and be the store’s key user on Service‑related processes: train newcomers on processes & tools, communicate new features and/or procedures, support the team on any issue

Be responsible for the application of procedures related to internal control and health & safety

Store Administration

Store orders

Be responsible and supervise the allocation of staff uniforms: fitting, order, remittance, alterations, dry cleaning, spare uniforms

Organize the supply of office stationeries, food & beverage and other relevant tools, coordinate with suppliers, control delivery and invoicing

KEY SKILLS AND EXPERIENCE

Passionate about retail and luxury

Significant previous experience in administrative / operations position, preferably in Retail environment

Very organized, rigorous and reliable, able to organise his/her work autonomously and to anticipate

Service‑ and customer‑oriented (internal and external customers), with excellent communication skills

Proficient with Excel / IT tools

Team player - first experience of management appreciated if supervising security and/or tailor and artisan

Fluency in English (written and oral)