Senior Manager, Performance Management Operations

4 weeks ago

Vaughan ON, Canada MAV Beauty Brands Full time

MAV Beauty, holding company for Marc Anthony True Professional, Cake Beauty, Renpure, and The Mane Choice is seeking an experienced and dynamic Senior Manager Customer Operations to lead and optimize our customer operations department. The Senior Manager Customer Operations will play a pivotal role ensuring seamless interactions between our company and our customers, overseeing various aspects of customer service, order management, and logistics; ensuring compliance related to retail operations and logistics in a fast-paced environment. Reporting directly to the Vice President of Operations this role requires strong leadership skills, strategic thinking, exceptional attention to detail, advanced proficiency in Excel and a deep understanding of customer-centric operations.

Order Management and Fulfillmen t:
Implement and optimize order management processes to streamline workflows and minimize errors.
Develop and maintain key performance indicators (KPIs) to monitor order fulfillment metrics and drive continuous improvement.
Implement and optimize order management systems and processes to streamline workflows and minimize errors.

Retail Compliance:
Develop and enforce policies and procedures to ensure compliance with retail regulations and standards, including but not limited to product labeling, packaging, pricing, and shipping requirements.
Stay informed about changes in retail compliance requirements and communicate updates to relevant stakeholders.

Collaborate with third-party logistics providers to optimize transportation routes, minimize shipping costs, and improve delivery reliability.
Monitor logistics performance metrics and implement strategies to enhance efficiency and reduce lead times.

Customer Relationship Management:
Proactively identify opportunities to enhance the customer experience and drive customer satisfaction.

Analyze customer operations performance metrics and identify areas for improvement.
Lead cross-functional teams to develop and implement process enhancements, leveraging data-driven insights and best practices.

Leadership and Team Management:
Provide leadership and direction to the customer operations team, fostering a culture of excellence, collaboration, and continuous improvement.
Set clear objectives and KPIs for the team, monitoring performance and driving accountability.

Bachelor’s degree in business administration, Supply Chain Management, Operations Management, or a related field; MBA or equivalent preferred.
Proven experience in a similar role, with a minimum of 5+ years in a senior leadership role within customer operations, preferably in a fast-paced and dynamic environment.
Strong understanding of customer service principles, order management processes, logistics operations, and retail compliance requirements.
Proficient in data analysis tools and techniques, with a strong analytical mindset enabling the interpretation of data to generate actionable insights.
Advanced proficiency in Microsoft Excel, with expertise in creating complex formulas, macros, and utilizing advanced features such as Power Pivot, Power Query, and Power BI for in-depth data analysis and visualization.
Detail-oriented mindset, consistently prioritizing accuracy and quality in all tasks and projects, ensuring meticulous attention to detail throughout processes and operations.
Ability to thrive in a high-pressure environment and effectively manage competing priorities.

MAV Beauty is committed to providing equal opportunities for all applicants and employees regardless of race, ancestry, place of origin, color, ethnic or national origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, record of offences (for which a pardon has been granted), disability, marital or family status, or any other characteristic protected by law.

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