House of Ayeza
Head of customer operations
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Company Description
House of Ayeza is a luxury fashion retailer specializing in authentic Pakistani designer wear, carefully stitched with premium laces and accessories. The brand offers free delivery within the UK and worldwide shipping, making its ready-to-wear collections accessible to customers around the globe. House of Ayeza showcases the latest designs from leading labels such as Imrozia, Serene, Azure, Asim Jofa, and more. The company focuses on providing a seamless shopping experience that blends traditional craftsmanship with contemporary style. Team members join a growing business committed to quality, customer satisfaction, and global reach.
Role Description
The Head of Customer Operations is a full-time, hybrid role based in Cheadle, with flexibility for some work from home. This role oversees customer service and order management processes, ensuring a smooth, high-quality experience from purchase to delivery.
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Daily Responsibilities:
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- Leading and coaching the customer support team
- Resolving complex customer issues
- Monitoring performance metrics such as response times, satisfaction scores, and order accuracy
- Refining operational workflows
- Coordinating with logistics and warehouse partners
- Improving policies related to returns, exchanges, and international shipping
The role also involves collaborating closely with e-commerce, marketing, and merchandising to anticipate customer needs, implement service improvements, and support business growth.
Qualifications
- Strong customer operations and service management skills, including team leadership, performance monitoring, and escalation handling.
- Experience in e-commerce or retail operations, with skills in order processing, inventory coordination, and logistics or courier management.
- Proficiency in using customer support platforms and CRM tools, as well as basic data analysis for reporting and process improvement.
- Excellent communication and interpersonal skills, with the ability to manage internal stakeholders and build trust with customers.
- Proven ability to design and refine operational workflows, standard operating procedures, and quality control measures.
- Background in fashion, luxury retail, or a related consumer-facing industry is advantageous.
- Demonstrated capability to work in a hybrid environment, balancing in-office collaboration in Cheadle with independent work from home.
- Bachelor’s degree in Business, Operations Management, Retail Management, or a related field, or equivalent professional experience.
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