Senior Team Leader – Retail Customer Service Operations Lisboa

Senior Team Leader – Retail Customer Service Operations
Lisboa
Lisboa, Lisboa, Portugal

Senior Team Leader – Retail Customer Service Operations

Role: Senior Team Leader – Retail Customer Service Operations

Location: Lisbon or Frankfurt (Hybrid)

Pod Talent are excited to be working with a fantastic brand in the home retail space. Founded as a
-
- consumer company, this ecommerce business has gone through a significant growth period within the bricks and mortar retail space and now work with over 200 retail partners across Europe. Because of this, they are looking to hire an experienced senior team leader in the B2B customer service space.

The role

As the Senior Team Leader, you will be responsible for 4 direct reports and wider team management over 12. You will be tasked with overseeing all customer service operations for the retail side of this ecommerce business – focusing all order management and outsource services to ensure efficient
-
- day running for retail partners. You will work with the Team Leads to delegate projects on account management and relationship building – whilst taking a lead on process improvement and service performance. This role will work closely with senior stakeholders in the logistics department and contact centres – working with the retail customers to collect feedback and sharing data with logistics to improve service delivery and maintain good customer relationships.

Skills and Experience Required

1. Customer Services Experience within B2B is a must have – applicants must have a track record of working with customers to improve
   -
   - day operations and maintaining customer relationships – ideally in retail/ecommerce.
2. Experience working in a
   - up business would be a huge advantage – the retail side is a growing area, so applicants must be capable of identifying challenges (and opportunities) and putting new processes in place to create structure in a
   - paced team.
3. Prior management experience is a must – this role will oversee a large team and applicants must be comfortable managing
   -
   - day operations and developing a
   - performance working culture.
4. Naturally inquisitive and
   - driven – this is a
   - up area of the existing business and their success will be driven by improving overall efficiencies and BPO performance – applicants must be comfortable breaking down data and communicating feedback to relevant stakeholders.
5. Excellent communication skills – this role will work with a variety of functions and stakeholder levels, so applicants need to be strong communicators and adaptable.

This is a very exciting opportunity to join a successful business in a growing team and be part of their future success. Not only will you be given the chance to build and grow a function, but you’ll be instrumental in developing
- term retail partnerships across Europe.

If you want to find out more – click Apply now or send your CV directly to Holly at Holly@pod-talent.com.