Job Description

Company Description

SSENSE (pronounced [es-uhns]) is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, kidswear, and Everything Else\xe2\x84\xa2.

SSENSE has garnered critical acclaim as both an e-commerce engine and a producer of cultural content, generating an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.



Reporting to the Senior Director of Global Fulfillment Operations, the Customer Experience Operations Manager will be responsible for the planning, maintenance, and inter-departmental transfers of all merchandise for their respective team. Through our retail concepts\' hybrid online and physical direct and indirect client services, the Customer Experience Operations Manager will ensure accuracy, speed and efficient inventory flow management to support the speed to market and customer experience. The candidate is accountable for hiring, training, coaching, developing the talent pipeline and motivating staff while displaying great leadership, SSENSE brand values, as well as developing innovative methods to increase productivity. The incumbent will lead a team of Associate Managers and oversee a front-line workforce of 200-300 employees.

RESPONSIBILITIES

Customer Experience Process Improvements - 20%

• Foster and instill a culture of continuous improvement in all areas of customer experience through Customer Experience, Personal Shopping, Retail, Loyalty, Studio and Return to Vendor teams
• Lead and analyze data to implement scalable processes, procedures and systems to drive operational effectiveness delivering a best in class customer and client experience
• Maintain and continuously improve the knowledge of the team through concise and relevant training and development enabled by robust standard operating procedures
• Assist with client issues for a resolution and win-win solutions that enhance customer experiences

• Implement internal processes and collect data hourly to update operations metrics to monitor and attain key performance indicators (KPIs)
• Ensure operational budget and group payroll budgets are maintained and adhered to, to maximize service levels, quality, and workflow at all times, including labour planning and consideration of seasonal requirements
• Oversee the adherence to and control of departmental standard operating procedures (SOPs)
• Build strong relationships with all enablement functions; Real Estate, Asset Protection, Health & Safety, Training, HR and Technology by establishing the appropriate cadences and processes to drive employee productivity and quality of customer service

• Oversee the inventory management process for the department; ensure accurate and effective inventory control standards are adhered to unlock all quality outcomes
• Confirm and resolve issues with root cause analysis to identify performance gaps and corrective action
• Work with other Manager, Operations to ensure smooth transitions between shifts
• Work on ad-hoc projects as required, based on the needs of the business
• Oversee the consistent management of the department knowledge base through standard, concise and relevant documentation
• Develop and implement 5S culture to ensure a clean and safe environment
• Lead, promote, and assume responsibility for loss prevention across risk management, physical security, and inventory management
• Act as an on-site champion of our health and safety culture and manage compliance of health and safety, maintenance and company policies and protocols

• Ensure the client services team members are equipped with the necessary knowledge and skill sets
• Motivate and engage the team in contributing to the achievement of business goals, as well as company\xe2\x80\x99s vision and values
• Provide coaching, performance evaluation and mentorship to employees at multiple levels
• Recruit, train and develop the talent pipeline and build succession plans
• Build and develop best-in-class, client-centric teams. Continually evaluate the performance of each staff member, provide feedback to ensure results and address performance management issues in a timely manner
• Collaborate with Senior Leadership to gauge and monitor team engagement and implement solutions to create a transparent, collaborative and productive work environment

• Bachelor\xe2\x80\x99s degree in Supply chain, Operation Management, or a related field is preferred
• A minimum of 5 years of leadership experience in a high volume supply chain operation, high value fulfillment center, manufacturing plant or retail environment
• Proven experience establishing trusting relationships in a multi-channel environment
• Ability to lift heavy boxes (15kg)
• Excellent verbal and written communication skills in both French and English
• Flexible working schedule including weekends, day, evenings, nights, and overtime
• Experience with drafting, documenting, and implementing new procedures
• Knowledge of flow control and equipment operations
• Advanced knowledge of Microsoft Office Suite and Warehouse Management Systems
• Exposure to Lean Six Sigma and ISO systems, an asset

• Excellent interpersonal and communication skills
• Detail oriented and well-organized
• Critical thinking and ability to turn data into insightful interpretations
• Strong time management and planning skills
• Agility and efficiency in decision-making

Ssense