General Manager, Operations

Responsibilities:Team Leadership and Management:Lead the customer service executive in managing customer interactionEnsure that all customers are responded to in a timely mannerManage customer consultations and see to the end-to-end delivery of customer ordersProvide guidance and support to team members to enhance their performanceDevelop and implement strategies to enhance customer satisfaction and loyalty.Act as the primary point of contact for escalated customer inquiries or issues, ensuring timely resolution and maintaining positive relationships.Analyze customer feedback and market trends to identify areas for improvement and innovation.Collaborate with the Operations Manager to optimize processes and procedures related to team performance, product delivery and customer service.Implement best practices to streamline operations and enhance efficiency without compromising quality.Monitor key performance indicators (KPIs) to track progress and identify opportunities for improvement.Communicate regularly with senior management to provide updates on departmental performance, challenges, and opportunities.Maintain rigorous quality standards throughout the production and delivery process, ensuring that all clothing meets the brand's exacting standards.Implement quality control measures to identify and address any issues or discrepancies promptly.Requirements:Bachelor's degree in business administration, fashion management, or a related field; advanced degree preferred.Proven experience 5 years in a managerial role with a focus on customer relations and operations management (within the luxury fashion industry is a plus)Exceptional leadership abilities, with a track record of successfully leading and motivating teams to achieve goals.Excellent verbal and written communication skills, with the ability to interact effectively with clients, colleagues, and stakeholders at all levels.Strong analytical and problem-solving skills, with the ability to make data-driven decisions and implement effective solutions.Empathetic nature with a genuine passion for delivering exceptional customer experiences.Knowledge of industry trends, competitors, and best practices in luxury fashion and customer service.Location:Lekki Phase1Work days:Monday - Saturday