Manager - Operations Customer Experience

2 months ago

Delhi, India The Souled Store Full time
Who We Are:At The Souled Store, our mission is to redefine casual wear and youth fashion for millions worldwide. Since 2013, we’ve grown from a passion project into one of the leading names in the fashion space. Renowned for our unique designs that inspire joy and spark conversations, we’ve built a community of fashion-forward individuals who express themselves authentically.However, it’s not just about our apparel — it’s the experience we provide. From orderplacement to order fulfilment, we aim to deliver operational excellence at every step,and we’re looking for an Operations Manager to help us ensure everything runssmoothly.Position Overview:As an Operations Manager at The Souled Store, you’ll take charge of our dailyoperations, ensuring efficiency and seamless execution across departments. Your rolewill be pivotal in driving process optimization and ensuring the highest level ofcustomer experience through operational excellence. You’ll collaborate with variousteams to streamline workflows, enhance productivity, and ensure that our customersreceive a stellar experience.Roles and Responsibilities:1. Operations Management:o Oversee day-to-day operations, ensuring smooth execution across all touchpoints, including order management, customer experience workflows, and fulfilment processes.o Develop and implement process improvements to optimize efficiency and support the company’s growth.o Ensure that operational systems and processes align with the brand’s commitment to delivering exceptional customer experiences.2. Process Optimization:o Identify bottlenecks and inefficiencies, and work on streamlining operations for faster, more effective outcomes.o Lead initiatives to improve operational performance, leveraging data insights and best practices.o Implement strategies for continuous improvement and scalability to keep up with the evolving business.3. Team Leadership:o Lead, mentor, and motivate the operations team to achieve high levels of productivity and efficiency.o Set clear goals, performance targets, and KPIs for the team to ensure smooth and consistent operations.o Collaborate with cross-functional teams, including customer experience, product, and logistics, to maintain alignment and drive operational success.4. Reporting & Analysis:o Monitor operational performance metrics and prepare detailed reports for senior management.o Analyse data to provide insights, identify areas for improvement, and support decision-making.o Present findings and recommendations to optimize operational processes.5. Customer Experience Enhancement:o Ensure that operational processes are aligned with delivering the best possible customer experience.o Work closely with the customer experience team to resolve operational issues that impact customer satisfaction.Requirements:-

Bachelor's degree in Business, Operations Management, or a related field.-

Minimum 7 years of experience in an operations role, preferably within retail, e- commerce, or a high-growth environment.-

Proven ability to optimize processes and manage large-scale operations efficiently.-

Excellent leadership and team management skills.-

Strong communication and collaboration skills, with a results-oriented mindset.-

Experience with data analysis, report ing, and operations software/tools.-

Ability to thrive in a fast-paced, dynamic environment.-

Flexibility to work varying schedules, including weekends or holidays as needed.Other Details:-

Work Type: Hybrid till December 31st, 2024 (Work from Office 4 days a week).-

Work Week: 5 days with 2 offs, with a standard 9-hour shift.-

Location: Lower Parel, Mumbai.Why Join Us?At The Souled Store, you’ll be part of a vibrant, fast-growing team that’s passionateabout what we do. As our Operations Manager, you’ll have the chance to make atangible impact on our operational success and help us deliver a world-class customerexperience. From optimizing processes to leading a dynamic team, you’ll play a keyrole in our growth journey.Note : Our hiring team will review your application and should we find your background to be a fit for this role, we will be in touch. If you don't get a response from our team within seven days, please know that your profile may not be a match for our current requirements. However, we appreciate your interest and encourage you to explore future opportunities with us :)

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