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2 weeks ago

Skills Required

Leadership Problem solver Entrepreneurial mindset Organisational excellence CRM Tools Project Management Previous experience as Head of Operations in a similar leadership role within an E-commerce environment Knowledge of end-to-end logistics supply chain Expertise in setting up Customer service teams and processes from scratch Proven experience in managing customer service teams including buyer team operations

Job Summary

As a leading e-commerce technology platform, Losode is revolutionising how independent fashion brands and entrepreneurs connect with buyers and sellers globally. We are seeking an experienced Head of Marketplace Operations to lead and optimise our Customer Success, Customer Experience, Call Center, and Buyer and Seller teams.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 10 years
  • Working Hours : Full Time

Job Description/Requirements

Responsibilities:

  • Strategic Leadership: Contribute to the company's strategic direction by making informed operational decisions that align with overall business objectives.
  • Team Building and Management: Establish and grow a high-performing Customer Operations team, including Seller Acquisition, Buyer Operations, and Customer Service units.
  • Process Optimisation: Design, implement, and refine scalable operational processes to support our evolving business needs.
  • Collaboration with Technology Teams: Partner with product and technology teams to ensure the delivery of a world-class platform that enhances customer interactions.
  • Performance Management: Define, track, and analyze key performance metrics to measure team efficiency, customer success, and engagement.
  • Escalation Management: Oversee customer complaints, manage escalated cases, and ensure prompt resolution with appropriate solutions.
  • Data Analysis and Reporting: Analyse operational data to identify trends, pain points, and areas for improvement, providing actionable insights for business decisions.
  • Customer Satisfaction: Monitor customer support metrics and claims handling processes, driving initiatives to enhance satisfaction and overall business performance.


Requirements:

  • 10 years experience
  • Degree in a  related field

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