Summary
The Operations Manager – Customer Relations Centre will oversee the end-to-end management of client’s multi-brand contact center, supporting all maisons to deliver a seamless, luxury-grade customer experience. This role combines operational leadership, transition/change management, and stakeholder engagement, ensuring every client interaction reflects the elegance and standards of the brand.
The role requires a leader who can balance service excellence with operational discipline, blending data-driven management with the human touch expected of luxury brands.
Description
Essential Functions/Core Responsibilities
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
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.
