Director of Retail Operations and Customer Experience
Há 4 dias
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.
- 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.
- 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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