Operations Manager

Job Description

Who we are:

ClozEnough is a digital platform based in the UAE that connects hosts (owners of luxury handbags) and guests (fashion lovers) for a unique designer bag-sharing experience. Without having to go through the commitment of purchasing a designer bag, fashion lovers are connected online to bag owners, who in turn wish to rent out their hand bags for an extra passive income.

How the platform works:

Renting designer bags, and/or seeking some return on fashion investment is incredibly easy:

Our Hosts post their authentic designer bags on our digital platform, with the mission to convert their wardrobe into cash. Our Guests simply choose the bag of their dreams, proceed to check-out, and have the bag delivered. The Guests enjoy the experience and return the bag at the end of the rental period.

Job description: 

The Operations Manager reports directly to the Managing Director and is responsible for coordinating and leading the development and execution of strategies and operational activities. She is expected to independently lead the operations and relationship with our partners and customers.

Key responsibilities:

– Demonstrate accountability for functional, business, and broad company objectives;

– Prepare operating instructions that optimize the performance of the team;

– Map delivery process and continuously improve the customer experience;

– Benchmark with competition and similar platforms on issue resolution and policies;

– Improve delivery channels and finetune Ts&Cs;

– Assess insurance coverage needed based on customer value proposition;

– Define issue resolution process;

– Recommend resourcing plan for scaling up issue resolution process;

– Visit users (both hosts & guests) to collect user feedback on app and operations process;

– Provide reporting on operations KPIs and continuous improvement plan for all KPIs;

– Own the delivery process and relations with delivery partner on a daily basis;

– Own the fulfillment process & issue resolution quality;

– Report to leadership on a weekly basis on operations progress & strategic objectives.

Skills

Key skills:

– Ability to work autonomously and be self-motivated; 

– Digital savvy;

– Experience in UAE market preferably in start-up or small / medium enterprise.

Experience: 

– 5+ years’ experience in operations of services business;

– Ability to work as part of a cross-functional team with an inclusive style;

– Demonstrated ability to plan and manage self and others in a dynamic environment;

– Excellent verbal and written communications skills;

– Ability to identify opportunities for continuous improvement;

– Strong negotiation skills to influence stakeholders.

– Bachelor’s degree from an accredited university.