B2C International Operations Lead

Grafton Recruitment is a specialized company within GI Group Holding, focused on recruiting technical profiles across all business areas.

Our client are recruiting a B2C International Operations Lead. for a interim management position to cover a maternity leave.

We are seeking an experienced Operations Leader to oversee the logistical operations, as well as establish a shared customer support team.

This is an exciting opportunity to play a key role in driving ecommerce growth and ensuring a seamless customer experience across diverse markets.

Responsibilities:

• Take full responsibility for logistics operations in Europe and Asia, ensuring efficient, timely, and damage free order fulfilment, inventory management, and delivery. Working with our B2B teams or through specific B2C structure as required.
• Develop and implement strategies to optimize supply chain processes, streamline operations, and improve overall efficiency.
• End to end management of the reverse logistics process including returns policy adherence, process execution, customer focused ease of transaction, delivery logistics and return product dispositioning.
• Collaborate closely with cross-functional teams, including sales, marketing, and finance, to align operational goals with business objectives.
• Identify and mitigate potential risks and challenges related to geographical spread, language barriers, and cultural differences to deliver exceptional customer service.
• Lead the setup of a shared customer support team, establishing processes and workflows to handle customer inquiries, resolve issues, and provide timely and effective solutions.
• Foster a customer-centric culture within the operations team, emphasizing the importance of responsiveness, empathy, and professionalism in all customer interactions.
• Develop and monitor key performance indicators (KPIs) to evaluate operational performance and implement continuous improvement initiatives.
• Effectively manage a team of operational and customer support professionals, providing coaching, guidance, and development opportunities to maximize their potential.
• Stay updated on industry trends, best practices, and emerging technologies related to ecommerce logistics and customer support and apply relevant insights to enhance our operations.

Job Requirements and Qualifications:

This person will be responsible for ensuring the seamless execution of order fulfilment, inventory management, and delivery logistics across diverse markets. Additionally, will establish and oversee a shared customer support team to deliver exceptional service to customers in both regions. The ideal candidate will have a proven track record in e-commerce operations, with experience in managing cross-functional teams and driving operational excellence, should be adept at developing strategies to optimise supply chain processes, streamline operations, and enhance customer satisfaction. Strong leadership abilities, effective communication skills, and the ability to collaborate with diverse stakeholders are crucial for success in this role.

• Degree in Management, Logistics or Engineering.

• Fluent in English written and spoken.

• Experience managing Retail of FMCG operations for a minimum of 2 years.

Offer:

• Temporary employment contract.
• Based in Lisbon/Queluz
• Base salary
• Meal allowance