Laura Lemarchand Penha

• In charge of 13 FTE including CEX Team (3), Cashiers (4 pp), Runners Support Team (5pp) & SSS Team (1pp)

1. 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.)
• Responsible for the quality of follow-up for all customer services (customer requests, special and personalized orders, reservations and wishes, remote sales, repair requests)
• Real partner to the sales team to optimize and simplify the back-office follow-up of those services
• Performance follow-up and continuous improvement in Customer Services
• Responsible for the business performance of all service-related operations
• Monitor conversion rates and average duration for reservations and customer requests
• Monitor lead times at each relevant step of the after-sales & repair life cycle
• Challenge the recourse to the customer request service by salespeople when relevant, in order to push sales for products available in the store

2. Internal Control & Procedures

• Till Control: Support till activities only if needed
• Stock Control: Assist the stock team when needed in reviewing and correcting negative stocks or stock discrepancies
• Compliance and knowledge of internal procedures
• Manage the store's archiving for relevant documents, following local and group internal control rules
• Responsible for the application of procedures related to internal control and health & safety
• Supporting sales teams through the use of 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

3. Store Team Administration

• Store Admin
• Assist in managing the staff rotas to optimize sales floor coverage
• Coordinate with external agencies to plan external/temporary staff
• Manage and organize internal communication
• Store orders
• Be responsible and supervise the allocation of staff uniforms
• Organize the supply of office stationery, food & beverage, and other relevant tools, coordinate with suppliers, control delivery, and invoicing
• Follow-up on general costs
• Maintenance & Security
• Be responsible for store day-to-day maintenance and coordinate with suppliers/office to ensure timely intervention

• Responsible for the Back Office Management and consistent excellence of all customer services, for accurate till control procedures and support the store management in the general administration of the store, in order to ensure smooth functioning and facilitate day to day operations.
• Back Office Customer Service Management
• Management & Follow Up Of Customer Service Management
• Performances Follow and continuous improvement on customer service.
• Internal Control & Procedures
• Till Controls & Stock Controls
• Compliance & Knowledge on Internal Procedures
• Store Administration
• HR & Store Team Administration
• Store Orders
• Maintenance & Security
• Team Management
• Global Performances Follow Up
• Individual Performances & Development
• Recruitment
• Performance Indicators:
• A. Relevant Service-related KPI’s
• B. Individual contribution to the efficiency and quality of store administration / operations
• C. Quality of relationship & partnership with the sales team and the stock team
• D. Quality of relationship with customers

• Directed the Women & Maison universes team to optimize product assortment, enhancing customer experience and driving category competitiveness.
• Established merchandising standards and visual guidelines to maintain brand consistency and improve in-store presentation quality.
• Coordinated cross-functional collaboration to ensure timely product launches, increasing market responsiveness and operational efficiency.
• Prioritized inventory allocation to balance demand and supply, reducing stockouts and improving sales continuity.
• Aligned team objectives with company strategy to foster engagement and elevate overall department productivity.
• Led and motivated the Women & Maison teams to exceed luxury retail KPIs through personalized client engagement, inventory optimization, and seamless visual merchandising, resulting in a consistent increase in sales and brand loyalty at Hermès.

• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
• Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
• Coached sales associates on product knowledge by using wide variety of training tools.
• Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.

• Floor Management: Motivation of the team, Sales management, Traffic control
• Briefing and daily, weekly, monthly KPI’s
• Coaching in order to develop the skills of the CELINE selling ceremony
• Clienteling, Clientbook Management, Events organization, Special Attention, KPI’s
• Sales estimations, targets, and KPI’s analisis and team performance, monthly OTO
• Profit and Loss monitoring
• Implementation of the new collection with the VM Ambassador
• Planification and organization of the zones
• Opening and Closing of the store
• Monitor all the administrative tasks as till, planning, holidays, trainings, travels
• Coordination of events with the CRM team
• Monitor security and maintenance of the store
• Health and Safety
• Cost control (FTE, store, expenses, Petty Cash)
• Organization and roll out of the store trainings with the Training Advisor for the development of the product knowledge of the team
• New starters training, Uniform orders
• Stock control: Shop-floor and BOH, deliveries and transfers inter boutiques
• CEGID Front and Back
• Management of rotative stock take and cycle count, adjustments
• ITACOM and after-sales gestion
• Ecommerce

• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Maintained positive customer relationships by responding quickly to customer service inquiries.

• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Responding to customer concerns, working with managers significantly raise customer satisfaction ratings.

• Trained employees in essential job functions.
• Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.

• Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
• Communicated with managers of other departments to maintain transparency.

• Implementation and development of the cosmetic brand in Portugal SEPHORA Stores as exclusivity
• Launch of the brand, events in store, trainings of the team, sales, profit and loss, management of the sales team in the 23 Portuguese stores
• Planned, implemented and tracked sales and marketing strategies to promote brand products.
• Cooperated and worked closely with communications team to develop marketing strategies to boost brand awareness.
• Motivated team members to continuous improvement in promoting and selling target products.

• Gestion of customers accounts as wholesale for multi-brand stores France, Austria, Germany and Switzerland.
• Generated personal sales to meet or exceed established sales goals.
• Provided prompt, courteous service to every individual entering showroom.
• Consulted with clients after sales or contract signings to resolve problems and provide ongoing support.
• Contacted regular and prospective customers to demonstrate products, explain product features and solicit orders.

• Provided positive first impressions to welcome existing, new and potential customers.
• Helped customers locate products and checked store system for merchandise at other sites.
• Answered customer questions regarding sizing, accessories and proper care for merchandise.
• Prepared merchandise for sales floor by pricing or tagging.

• Gestion of the RTW department with the Department Manager.
• Completed daily logs, tracked data and managed clients' book of business.
• Answered customer questions regarding sizing, accessories and proper care for merchandise.
• Engaged with customers to effectively build rapport and lasting relationships.
• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
• Provided positive first impressions to welcome existing, new and potential customers.

• Provided positive first impressions to welcome existing, new and potential customers.
• Answered customer questions regarding sizing, accessories and proper care for merchandise.
• Engaged with customers to effectively build rapport and lasting relationships.
• Solved customer challenges by offering relevant products and services.