Personal Shopper Lead

About the role

You will direct the Personal Shopper Coordinator team to maintain high performance and meet operational goals across all retail partners. This position focuses on optimizing the shopper network to improve service quality, efficiency, and overall customer satisfaction.

Key facts

What you'll do

• Manage the Personal Shopper Coordinator team to ensure consistent operational execution.
• Monitor and improve key performance indicators such as order accuracy, preparation speed, substitution rates, and cancellation frequency.
• Create and implement strategies to scale order capacity and increase operational efficiency.
• Work with Commercial and Retail Partner departments to manage key accounts and prepare for new market launches.
• Evaluate business data to identify trends and create action plans that boost profitability and quality.
• Oversee workforce and capacity planning to align staffing with business demand.
• Redesign internal processes and introduce best practices to drive continuous improvement.
• Coordinate with Customer Experience, Live Operations, Fleet, HR, Training, Product, and Commercial teams to align on company objectives.

Requirements

• Bachelor degree in Business Administration, Logistics, Supply Chain, Operations Management, or a related field.
• Minimum of 6 years of professional experience in Operations, Retail, E-commerce, Grocery, or Marketplace sectors.
• At least 2 years of experience in a leadership capacity.
• Documented success in managing managers or overseeing multi-site operations.
• Ability to lead large-scale operational changes within a fast-moving environment.
• Strong communication skills and experience managing diverse stakeholders.

Nice to have

• Proficiency in SQL.
• Experience using Power BI.

Skills & tools

• Advanced Excel skills.
• Data analysis and reporting.
• Workforce and capacity planning.
• Stakeholder management.

Practical notes

This role requires the ability to translate complex data sets into actionable business decisions. Please ensure your application highlights your specific experience managing multi-site operations or leading other managers.