Operations & Customer Experience Manager

Key Responsibilities

• Oversee daily store and warehouse operations, including inventory control, stock movement, and order fulfillment.
• Lead the customer service team to ensure timely, professional, and effective handling of inquiries, complaints, and after-sales support.
• Develop and implement standard operating procedures (SOPs) for both store and customer service to improve efficiency and consistency.
• Monitor performance metrics (e.g., stock accuracy, order turnaround time, customer satisfaction scores) and implement improvement plans.
• Collaborate with sales, marketing, and logistics teams to ensure smooth coordination and alignment with business goals.
• Train, mentor, and supervise staff to build a high-performing operations and customer service team.
• Manage budgets, resources, and vendors to ensure cost-effective operations while maintaining service quality.

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