AVP, Operations

3 weeks ago

india Saks India Full time

Who We Are:

Saks is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world.


On its website and app, Saks offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.


Role Summary:

We are seeking a dynamic and results-oriented retail leader to oversee and enhance our operations teams This role will emphasize operational efficiency, logistics and supply chain management, digital transformation, customer experience, and contact center operations. The ideal candidate will drive operational excellence and ensure alignment with our strategic goals.


Key Qualifications:

  • Bachelor’s degree in business administration, Retail Management, Logistics, Supply Chain Management, or related field; MBA preferred.
  • Minimum (16 years) of experience in retail operations management with a strong focus on logistics, supply chain management, operational efficiency, digital transformation, and contact center operations, preferably in the GCC space supporting US markets.
  • Proven track record of operational excellence in a retail environment with prominent digital presence.
  • Strong analytical skills and experience using data to drive operational improvements.
  • Excellent leadership, communication, and interpersonal abilities.
  • Proficiency in retail management software, supply chain management tools, e-commerce platforms, contact center technologies, and digital marketing tools.
  • Knowledge of local market dynamics and cultural nuances.


Role Description:


Strategic Leadership:

  • Develop and implement operational strategies that prioritize efficiency, integrate digital initiatives, and enhance logistics and supply chain capabilities to achieve sales and profitability targets.
  • Collaborate with senior management to align retail operations, digital strategies, and contact center functions with overall business objectives.


Operational Management:

  • Oversee day-to-day retail operations across multiple locations, ensuring efficient processes, optimal resource allocation, and high operational standards while leveraging digital tools and contact center support.
  • Monitor performance metrics for retail and contact center operations, implementing continuous improvement initiatives to enhance overall efficiency and effectiveness.


Logistics and Supply Chain Management:

  • Optimize logistics operations and supply chain processes to ensure timely product availability and cost efficiency.
  • Collaborate with logistics partners and internal teams to streamline distribution and inventory management, minimizing lead times and enhancing service levels.


Operational Efficiency:

  • Identify and implement process improvements to streamline operations, reduce costs, and enhance productivity across all retail, logistics, and contact center functions.
  • Utilize data analytics to assess operational performance and make data-driven decisions for continuous enhancement.


Digital Experience Enhancement:

  • Lead initiatives to improve online and in-store customer experiences through the integration of digital platforms with Gen AI tools.
  • Stay current with digital trends and technologies to continually enhance customer engagement and satisfaction.


Contact Center Operations:

  • Oversee the performance and management of the contact center, ensuring high-quality service delivery, operational efficiency, and customer satisfaction.
  • Implement best practices for handling customer inquiries, complaints, and feedback, ensuring a seamless omnichannel experience.


Team Development:

  • Lead, mentor, and develop a high-performing retail, logistics, and contact center management team with a focus on operational efficiency and digital literacy.
  • Foster a culture of continuous improvement within the team, emphasizing efficiency in processes and customer service.


Customer Experience:

  • Ensure exceptional customer service across all retail outlets and contact center interactions, leveraging digital tools to personalize the shopping experience.
  • Analyze customer feedback, contact center metrics, and digital analytics to adapt strategies and improve overall satisfaction.


Financial Management:

  • Prepare and manage budgets, forecasts, and financial reports for retail operations, logistics, digital channels, and contact center functions.
  • Identify cost-saving opportunities through operational efficiencies and supply chain enhancements to maximize profitability.
  • Ensure adherence to all regulatory requirements, health and safety standards, and company policies.
  • Implement best practices in loss prevention, risk management, and data security, particularly in logistics and contact center operations.


Your Life and Career at Saks:

  • Competitive salary and performance-based incentives.
  • Opportunities for professional growth and development.
  • A dynamic and collaborative work environment that embraces operational excellence and innovation.
  • Exposure to rewarding career advancement opportunities
  • A culture that promotes a healthy, fulfilling work/life balance
  • Benefits package for all eligible full-time employees (including medical, vision and dental)


Thank you for your interest in Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability


Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

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