Job description

About the opportunity

 Lead and develop the Personal Shopper Coordinator team, ensuring consistent execution, high
performance, and achievement of operational objectives across all retail partners.
 Own the overall operational performance of the Personal Shopper network by driving key KPIs
including productivity, preparation time, order accuracy, substitutions, cancellations, service
levels, and customer satisfaction.
 Develop and execute strategic initiatives to support business growth, increase order capacity,
improve operational efficiency, and enhance the overall customer experience.
 Partner with Commercial and Retail Partner teams to strengthen relationships with key
accounts, support business expansion, resolve escalations, and ensure operational readiness for
new launches and growth opportunities.
 Analyze operational and business performance, identify trends and opportunities, and translate
insights into action plans that improve efficiency, quality, and profitability.
 Lead workforce planning, capacity planning, and resource optimization to ensure the
organization is prepared to meet current and future business demand.
 Drive continuous improvement initiatives by redesigning operational processes, introducing best
practices, and leveraging data to improve service quality and operational excellence.
 Collaborate cross-functionally with Customer Experience, Live Operations, Fleet, HR, Training,
Product, and Commercial teams to deliver seamless execution and achieve company objectives.

 Bachelor’s degree in business administration, Logistics, Supply Chain, Operations Management
or a related field.
 6+ years of experience in Operations, Retail, E-commerce, Grocery, or Marketplace, including at
least 2 years in a leadership role.
 Proven experience managing managers or multi-site operations.
 Strong analytical skills with the ability to translate data into business decisions.
 Excellent stakeholder management and communication skills.
 Advanced Excel skills; Power BI or SQL knowledge is a strong advantage.
 Demonstrated ability to lead large-scale operational improvements in a fast-paced environment.