Senior Customer Operations Manager (Retail, Hybrid)

Job summary

This role focuses on enhancing customer experiences across Northern European markets during a 12-month parental cover. The Senior Customer Operations Manager will lead the customer operations agenda, ensuring effective use of customer feedback tools and optimizing operational processes.

Qualifications

• Proven experience in retail operations with a solid grasp of central operations.
• Background in managing customer feedback platforms and customer experience initiatives.
• Demonstrated success in stakeholder management across multiple countries.
• Track record of delivering change initiatives and implementing company-wide improvements.
• Strong organizational skills and ability to engage cross-country teams.

Responsibilities

• Drive the Northern European Customer Operations Plan in collaboration with the Head of Customer Operations.
• Optimize shared global platforms to enhance customer experience.
• Transform customer insights and KPIs into actionable recommendations for Country Field Support teams.
• Identify and enhance key customer touchpoints through cross-functional collaboration.
• Represent Customer Operations in key forums and facilitate collaboration among various teams.

Skills

• Excellent communication and interpersonal skills.
• Strong analytical approach to problem-solving with a focus on practical solutions.
• Ability to foster teamwork and knowledge-sharing in a dynamic environment.

Education

• Relevant degree or equivalent experience in a related field preferred.

Tools

• Familiarity with customer feedback platforms and operational management tools.