Workshop Manager, Maison Madison Flagship

The Team:

The Hermès Maison Madison Flagship Boutique opened in 1983 and focuses on providing extraordinary service to clients as a part of the New York Region. This position will report to the Director of Client Services 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 the Workshop Manager are to manage repairs for the Maison Madison store, and other Hermès of Paris U.S. Boutiques. This position will organize, coordinate, and supervise the workshop activities, and our Leather Craftspeople. The Workshop Manager will represent and promote Hermès leather craftsmanship with special leather demonstrations at the Maison Madison Flagship Boutique and throughout the Hermès of Paris U.S. network. The Leather Workshop Manager will work closely with the After Sales and Operations Team of the boutiques, The Hermès Sellier Division, and the Client Development Team.

All other duties as assigned by the supervisor.

About the Role:

• Welcome clients to the atelier and enchant them with Hermès craftsmanship
• Monitoring and organizing repair activity to ensure both optimum efficiency and wellbeing of artisans, while guaranteeing the highest level of client service regarding lead time and quality
• Take part in the repair activity when time permits and according to the degree of load of the workshop, in order to optimize the efficiency of the activity
• Understand the Hermès After Sales policy and repair techniques and conciliate the best interest of both Hermès of Paris and our clients
• Manage daily workload, prioritize tasks, and propose changes accordingly amongst manage the team
• Plan and maintain a high level of consistent service at all times, as it relates to workload around scheduled vacations for team members, and or leather events
• Make decisions on products to analyze if the repair is possible or not if the repair can be handled in the Workshop or must be sent to Paris.
• Prioritize urgent repairs, evaluate the risk involved, and share details with Madison After Sales manager and team members to align with the same decision
• Ensure the final standards of the artisans' work quality before returning any repaired items to the Maison Madison After Sales team
• Partner closely with the After Sales team to manage challenging situations and exceptional cases
• Control and manage all the stock inventory of repair parts, hardware, leathers, and consumables
• Report any workshop activity and challenges encountered to the Group After Sales Local Repairs Manager as well as Maison Madison Flagship management team
• Frequent collaboration and contact with Group After Sales, Pantin repair workshop, and Hermès Maroquinerie-Sellerie Quality department. Also, contact expatriate artisans from other countries to obtain information on the latest changes in After Sales policy, repair techniques, products, and leathers. Share this information with the artisans and the Madison After Sales team
• Responsible for technical training in the workshop, either directly or by providing the team with exchange of technique and knowledge, especially when expatriate artisans return from their yearly training in France
• Develop and maintain the leather workshop such as workplace premises, furniture, and equipment to guarantee the artisans a comfortable and creative working environment. Identify risks, carry out plans, and implement actions that ensure the safety of all workshop employees
• Motivate team members, promote positive communication, and build strong relationships within the workshop and with all collaborators of Maison Madison's After Sales Service
• Participate in the recruitment process for new craftspeople
• Assess the team's progress towards achieving company objectives, as well as support each team member's individual competencies and development
• Responsible for writing and delivering performance appraisals, and for continuously coaching scheduled performance review processes
• Promote Hermès leather-related craftsmanship, within the Maison Madison Flagship Boutique, all Hermès of Paris clients, and to any external audiences.
• Provide guidance to craftspeople regarding the quality, speed, and quantity of repairs
• Advise and support the team on product alterations, providing accurately calculated lead times and cost to manage internal and external expectations
• Organize and promote top-tier leather events at the company that involve artisans, such as in-store demonstrations and special events
• Travel domestically to the Hermès of Paris U.S. Boutique locations as scheduled