What we're looking for:
Lead and grow Offline Operations & Customer Service team for Europe, ensuring seamless day-to-day execution across multiple markets.
Lead offline customer service team across Europe including BPO management, process steering & performance.
Lead and coordinate the operational activities of team leads, including operations account management, relationship building with partners, order management & outsourcing activities.
Monitor, assess, and enhance offline operations and service performance, driving improvements across all teams.
Conduct regular performance reviews for retailer accounts with internal and external stakeholders.
Drive process improvements in collaboration with global teams, ensuring best practices are adopted.
Manage relationships with external contact centers, improving service standards and operational efficiency.
Analyze contact center metrics to implement quality improvements and develop further services.
Lead training initiatives to align team efforts with brand standards and ensure consistent product knowledge.
Who we're looking for
You bring significant experience in managing retail operations, ideally within e-commerce, logistics, or a dynamic, fast-paced environment.
You have a strong track record of leading and coordinating cross-functional teams across multiple markets, ensuring seamless operational execution.
You are highly analytical, skilled in monitoring key performance metrics and driving process improvements to enhance operational efficiency and service quality.
You excel at managing external stakeholders, including contact centers, and are adept at building strong, productive relationships to improve service standards.
You possess excellent leadership skills, with the ability to mentor and develop team leads while driving a high-performance culture.
You are proactive, hands-on, and thrive in solving complex operational challenges by implementing creative and scalable solutions.
You are fluent in English; additional language skills (such as German, Portuguese, or Spanish) would be a strong asset.
What we offer:
A unique opportunity to contribute to impactful projects and gain valuable experience during a defined period of maternity cover.
The chance to work on exciting and challenging initiatives, both independently and as part of a dedicated, international team.
Responsibility and decision-making authority from day one—you'll have the opportunity to make a real impact with fresh, innovative ideas.
Exposure to industry experts and the opportunity to expand your skills and professional network during your time with us.
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