Senior Team Lead Offline Operations

What we're looking for:

• Lead and grow Offline Operations & Customer Service team for Europe, ensuring seamless day-to-day execution across multiple markets.
• Lead offline customer service team across Europe including BPO management, process steering & performance.
• Lead and coordinate the operational activities of team leads, including operations account management, relationship building with partners, order management & outsourcing activities.
• Monitor, assess, and enhance offline operations and service performance, driving improvements across all teams.
• Conduct regular performance reviews for retailer accounts with internal and external stakeholders.
• Drive process improvements in collaboration with global teams, ensuring best practices are adopted.
• Manage relationships with external contact centers, improving service standards and operational efficiency.
• Analyze contact center metrics to implement quality improvements and develop further services.
• Lead training initiatives to align team efforts with brand standards and ensure consistent product knowledge.

Who we're looking for

• You bring significant experience in managing retail operations, ideally within e-commerce, logistics, or a dynamic, fast-paced environment.
• You have a strong track record of leading and coordinating cross-functional teams across multiple markets, ensuring seamless operational execution.
• You are highly analytical, skilled in monitoring key performance metrics and driving process improvements to enhance operational efficiency and service quality.
• You excel at managing external stakeholders, including contact centers, and are adept at building strong, productive relationships to improve service standards.
• You possess excellent leadership skills, with the ability to mentor and develop team leads while driving a high-performance culture.
• You are proactive, hands-on, and thrive in solving complex operational challenges by implementing creative and scalable solutions.
• You are fluent in English; additional language skills (such as German, Portuguese, or Spanish) would be a strong asset.

What we offer:

• A combination of personal and company growth to accelerate your career and help you reach your goals.
• The chance to work on exciting and challenging projects either independently or as part of a dedicated, international team.
• Responsibility and decision-making authority from day one—you'll create an impact with new, innovative ideas and help shape our company DNA.
• To work and learn from experts in diverse fields and get to know your team members at exciting company events.