Director of Retail Operations and Customer Experience

Há 4 dias


Lisboa, Lisboa, Portugal Emma Tempo inteiro
Job Description

We are seeking a highly experienced Director of Retail Operations and Customer Experience to lead our Offline Operations & Customer Service team in Europe. As a key member of our leadership team, you will be responsible for ensuring seamless day-to-day execution across multiple markets.

Main Responsibilities
  • Lead and grow the Offline Operations & Customer Service team for Europe, driving improvements in operational efficiency and service quality.
  • Develop and implement strategies to enhance customer experience, ensuring alignment with brand standards.
  • Manage relationships with external contact centers, improving service standards and operational efficiency.
  • Analyze contact center metrics to identify areas for improvement and develop targeted solutions.
  • Collaborate with global teams to drive process improvements and ensure best practices are adopted.
Requirements
  • A strong track record of leading cross-functional teams in a dynamic, fast-paced environment.
  • Experience in managing retail operations, preferably within e-commerce, logistics, or a similar industry.
  • Excellent leadership skills, with the ability to mentor and develop team leads.
  • Proven analytical skills, with expertise in monitoring key performance metrics and driving process improvements.
  • Fluency in English; additional language skills (such as German, Portuguese, or Spanish) would be a strong asset.
What We Offer
  • A competitive salary of $120,000 - $150,000 per annum.
  • A comprehensive benefits package, including health insurance, retirement plan, and paid time off.
  • The opportunity to work on exciting projects and collaborate with a talented team of professionals.
  • Professional development opportunities, including training and mentorship programs.

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