Fulfillment Centre

Company Description

Group Atallah

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.

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.

**Job Description**:
**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

**Operations - 50%**
- 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

**Leadership - 30%**
- 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’s 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

**Qualifications**:

- Bachelor’s 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

**SKILLS**
- 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