Operations Manager

Operational Leadership

• Manage daily operations across all channels (phone, email, live chat, social, e-commerce support).
• Monitor performance against SLAs, KPIs, and luxury service benchmarks.
• Drive issue resolution, escalation management, and root-cause analysis.
• Ensure workforce planning, scheduling, and staffing are optimized for service excellence.

Transition & Change Management

• Lead transitions for new maisons, markets, or services into the call center ecosystem.
• Oversee setup of new teams, training, and knowledge transfer. Experience is managing rebadging of resources will be an advantage
• Ensure smooth implementation of new technologies (AI, automation, CRM platforms).
• Establish governance mechanisms for change management and service continuity.

Client Experience & Quality

• Partner with maisons to tailor support to brand-specific tone and expectations.
• Develop a quality and training framework that ensures interactions reflect brand s luxury ethos.
• Translate Voice of the Customer insights into tangible improvements.
• Embed personalization and empathy into service design.

People Leadership

• Recruit, coach, and develop a multilingual, multicultural team.
• Create a luxury service culture with accountability, motivation, and engagement.
• Establish career development pathways and ensure retention of top talent.

Governance & Compliance

• Deliver all contractual and performance commitments.
• Maintain robust reporting, documentation, and operational audits.
• Partner with compliance and brand teams to safeguard client data and brand reputation.

Continuous Improvement & Innovation

• Identify opportunities for process optimization and cost efficiency without compromising luxury standards.
• Champion innovation in CX delivery (digital channels, AI, proactive service).
• Benchmark against industry best practices to maintain client s leadership in service.

Stakeholder Engagement

• Act as the primary operational partner for maisons and regional leadership.
• Provide actionable business insights, reports, and recommendations.
• Collaborate with retail, logistics, e-commerce, and CRM teams to deliver an integrated client journey.