Job Description

 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.

Qualifications

 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.