Manager - Operations - Apparel/Retail/eCommerce

operations manager

Key Responsibilities:

- Synthesize feedback and provide weekly updates to functional and category heads, driving data-driven decision-making.

- Track customer service metrics like query response time, closure rates, and escalations, ensuring exceptional customer service delivery.

- Collaborate with cross-functional teams to implement customer-centric initiatives that enhance the overall shopping experience.

Program Management & Customer Loyalty:

- Oversee the Personal Shopper program, ensuring personalized and exceptional service to high-value customers.

- Design, manage, and analyze the performance of the Membership program, fostering member engagement and loyalty.

- Develop and implement win-back programs to re-engage lapsed customers and drive repeat business.

Data Analysis & Strategic Thinking:

- Analyze customer reviews to identify areas for improvement and opportunities for innovation.

- Translate customer insights into actionable recommendations for product development, marketing strategies, and operational improvements.

- Track customer engagement metrics and leverage data analytics to measure the effectiveness of customer experience initiatives.

Key Requirements:

- Minimum 3 years of experience in customer-facing roles within the Ecommerce, Apparel, or Retail industry

- Proven track record of customer-centric decision-making and a passion for exceeding customer expectations.

- Strong analytical skills with the ability to synthesize and analyze customer feedback from various sources.

- Experience in managing customer service operations and ensuring efficient query resolution.

- Experience in designing, implementing, and managing customer loyalty programs.

- Excellent communication, interpersonal, and collaboration skills with the ability to influence stakeholders across departments.

- Experience working in both online and offline retail environments is highly desirable.

- Proficiency in data analysis tools and a strong understanding of customer experience best practices.