Customer Operations Director

Winid is a talent acquisition consultancy that offers Executive Search, RPO and Talent Solutions.

Our purpose is to drive the growth and fulfillment of individuals and organisations. We facilitate individuals in finding inspiring opportunities and help organisations discover professionals who will take them to the next level. We do this through talent acquisition and development solutions that focus on people, diversity and inclusion, innovation, and cutting-edge technology.

About the client:

It is a privately-owned beauty group focused on global partnerships, licensing, and the distribution of beauty products. Founded by an experienced team, the company emphasises sustainability and community support. Their mission is to innovate and be a top global beauty partner, combining entrepreneurial agility with best management practices. They aim to build lasting brands while giving back to people and the planet.

Job Overview

The successful candidate will be responsible for leading customer operations to enhance and optimise the customer experience. This entails aligning operational strategies with the company’s customer-centric goals, driving continuous improvements, and ensuring high-quality customer service delivery.

Responsibilities

• Lead the development and implementation of customer operations strategies to improve overall customer satisfaction and loyalty.
• Collaborate with cross-functional teams to streamline customer service processes and performance metrics.
• Drive continuous improvement initiatives to enhance the customer experience, reduce operation costs, and increase efficiency.
• Monitor customer feedback and operational performance metrics to identify areas for improvement and develop corrective actions as needed.
• Oversee the management and training of customer service teams to ensure they provide excellent service.
• Stay updated on industry trends, best practices, and emerging technologies related to customer operations.
• Coordinate with IT and other departments to ensure seamless integration of customer service platforms and tools.
• Act as a primary point of contact for key customers and stakeholders, addressing their concerns and ensuring their satisfaction.
  
  

Requirements

• Bachelor’s degree in Business, Management, or a related field.
• Proven experience (5 years) in customer operations management, customer service, or related roles.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with problem-solving abilities.
• Experience with customer relationship management (CRM) software and customer data analytics.
• Ability to work in a fast-paced and dynamic environment.
• Fluency in English; French or another language is a strong asset.
  
  

If you are a proactive, customer-focused professional with a passion for delivering excellent customer experiences, we would love to hear from you. Apply today to join a dynamic team dedicated to customer satisfaction and operational excellence.