This is an exceptional opportunity for a strategic and results-driven leader who is passionate about client experience, business performance, and operational excellence. The ideal candidate brings deep analytical expertise, strong financial and commercial acumen, and a proven ability to influence cross-functional stakeholders in a fast-paced environment.
The ideal candidate will offer:
- Education: A bachelor’s degree in a quantitative field such as STEM, Data Analytics, Operations Management, Business Administration, or a closely related discipline.
- Experience: 10+ years of experience leading business performance, operations analytics, or strategic planning in high-velocity, short-implementation environments such as e-commerce, retail, or digital services.
- Leadership Skills: Proven success leading cross-functional teams, managing complex initiatives, and building and motivating high-performing teams through change.
- Analytical Expertise: Strong experience in business forecasting, capacity modeling, cost optimization, and performance management, with the ability to translate complex data into clear operational insights and strategic recommendations.
- Technical Proficiency: Advanced analytical fluency and expertise with business intelligence and reporting tools such as Power BI, Salesforce, or equivalent platforms.
- Communication & Influence: Excellent stakeholder management, communication, and influencing skills, with the ability to engage effectively across functions and seniority levels.
- Business Acumen: Deep understanding of core contact center KPIs and strategies to optimize output, agent performance, and cost efficiency while maintaining an exceptional client experience.
- Mindset: A proactive, innovative, and adaptable approach, with strong problem-solving and decision-making skills and a passion for operational excellence and continuous improvement.
- Industry Exposure: Experience in a contact center and/or luxury retail environment is preferred, but not required.