Job Description

Essential Functions/Core Responsibilities

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Operational Leadership

Manage daily operations across all channels (phone, email, live chat, social, e-commerce support). Monitor performance against SLAs, KPIs, and luxury service benchmarks. Drive issue resolution, escalation management, and root-cause analysis. Ensure workforce planning, scheduling, and staffing are optimized for service excellence.

Transition & Change Management

Lead transitions for new maisons, markets, or services into the call center ecosystem. Oversee setup of new teams, training, and knowledge transfer. Experience is managing rebadging of resources will be an advantage Ensure smooth implementation of new technologies (AI, automation, CRM platforms). Establish governance mechanisms for change management and service continuity.

Client Experience & Quality

Partner with maisons to tailor support to brand-specific tone and expectations. Develop a quality and training framework that ensures interactions reflect brand's luxury ethos. Translate

Voice of the Customer

insights into tangible improvements. Embed personalization and empathy into service design.

People Leadership

Recruit, coach, and develop a multilingual, multicultural team. Create a

luxury service culture

with accountability, motivation, and engagement. Establish career development pathways and ensure retention of top talent.

Governance & Compliance

Deliver all contractual and performance commitments. Maintain robust reporting, documentation, and operational audits. Partner with compliance and brand teams to safeguard client data and brand reputation.

Continuous Improvement & Innovation

Identify opportunities for

process optimization and cost efficiency

without compromising luxury standards. Champion innovation in CX delivery (digital channels, AI, proactive service). Benchmark against industry best practices to maintain client's leadership in service.

Stakeholder Engagement

Act as the

primary operational partner

for maisons and regional leadership. Provide actionable business insights, reports, and recommendations. Collaborate with retail, logistics, e-commerce, and CRM teams to deliver an

integrated client journey

.

Qualifications & Experience

Bachelor's degree in Business, Operations, or related field (Master's preferred). 10+ years of call center / CX operations experience, with at least 3+ years in leadership.

Proven experience in luxury or other premium services ( within BPO/call center outsourcing) preferred.

Demonstrated success in

transitions, client onboarding, implementations, or large-scale operational setups

. Expertise in

CRM and CX platforms (Genesys, Salesforce, Zendesk, etc.)

. Commercial acumen: experience in budgeting, cost control, and efficiency management. Fluent in English; other languages (Arabic, French, German, Italian etc.) are an asset.

Personal Attributes

Polished and professional presence

consistent with luxury service environments.

Client-first mindset

with empathy and attention to detail. Resilient under pressure, structured in problem-solving. Hands-on, collaborative, and solutions-oriented leader. Culturally agile and comfortable managing diverse, multilingual teams.

Success Measures

Operational KPIs:

SLAs, AHT, FCR, CSAT consistently met or exceeded.

Transition Success:

New Maison/market integrations delivered on time and seamlessly.

Quality & Experience:

Client feedback reflects luxury service standards.

Stakeholder Satisfaction:

Strong partnership feedback from Maisons and regional teams.

Continuous Improvement:

Measurable efficiency gains and service enhancements delivered.

Disclaimer

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The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.