Director of Retail Operations (12 Month FTC - Maternity Leave Cover)

Lyst is a global Fashion Tech company and premium shopping app, founded in London in 2010 and catering to over 200M shoppers per year. We offer our customers the largest assortment of premium & luxury fashion items & products in one place, via an assortment of 8.5M+ items from over 17,000 of the world’s leading brands. We are a scale-up business with a current team size of c.150 people in London, combining an agile mentality with a proven business model and over a decade of experience. This provides a balance between foundations and structure, and autonomy and pace.

At Lyst we obsess over the customer, providing a search & discovery experience which offers inspiration, fulfilment, and personalisation. We believe that fashion is amazing but shopping for fashion often isn’t, and use our technology, data and creativity to bring more joy, greater choice and fewer fails. Our mission is to help fashion shoppers make better decisions and help fashion partners find better audiences as the category-leading destination for every fashion shopper. Lyst has raised over $160m from leading investors including Accel, Balderton, Molten Ventures, Fidelity International, and LVMH.

We're looking for a strategic and talented Director of Retail Operations with a passion for delivering exceptional customer experiences. If you thrive in a fast-paced environment, have excellent communication and leadership skills, and a proven track record of elevating customer satisfaction, we want to hear from you!  

As the Director of Retail Operations you'll play a key role in executing our Retail Operations strategy, ensuring a top-tier experience across our Customer Care and Product Moderation functions. Leading our Retail Operations squad, you'll serve as a pivotal point of escalation and support, addressing all Customer Care and Product Moderator-related issues. Your focus will be on achieving best-in-class service and optimal outcomes for both customers and the business, aligning their interests.

Our team is known for its high energy, collaboration efforts and thriving in an ever-changing business environment. From managing customer queries and sharing customer insights to help inform our product teams roadmaps, we take pride in contributing to Lyst's journey and actively shaping its success.

Success in this role will require in-depth knowledge on Customer Care systems such as Zendesk, a proactive mindset, a commitment to execution, and a supportive approach towards team members will be key.

The Role:

On a day to day basis, you will be responsible for:

• Directing Retail Operations team, which includes the Customer Care and Product Moderation functions; responsibilities include setting and monitoring KPIs, overseeing regular customer insight reporting, as well as managing the budget and our vendor and agency relationships
• Ensuring customer needs and expectations are represented in the Lyst brand identity by partnering with relevant teams (e.g. Brand, Customer Experience, CRM) on campaigns, initiatives, new product features, and services
• Developing our post-purchase experience strategy for driving repeat business by leveraging industry and competitive insights to identify new opportunities and enabling our partners to provide top quality Customer Care
• Overseeing the data sources that capture customer sentiment and pain points (e.g. Trustpilot, Zendesk, and App store reviews) through the preparation of regular Voice of the Customer reporting and self-serve insight tools to help the business to test and validate new ideas, product features, and services
• Driving the ongoing improvement of process and technology required to ensure that we are delivering efficient tooling for our Retail Operations team
• Working collaboratively across Product, Partnerships, and Brand teams to ensure cohesive customer experiences, embracing our ‘We Cultivate Customer Insights’ company value
• Line managing and coaching team leads, responsible for their development and progression
• Building strong relationships with our Partner Customer Care teams and developing a community

Requirements

We believe having a strong mindset, positive attitude and an exceptional work ethic are key to this role. If you’re aligned to our values, excited about the opportunity, and you’re really good at what you do (even if you don’t tick all the boxes) apply anyway! We are looking for someone who has:

• Curiosity and pragmatism; you enjoy exploring new ideas to improve processes and drive new strategies
• Strong empathy for our customers and partners
• Experience directing, coaching, and growing high performing teams who are based in global locations
• Strong analytical mindset, with experience leveraging data and customer insights to unlock opportunities for growth and continuous improvement
• Excellent communication, presentation, and time management skills, with the ability to handle multiple priorities simultaneously in a fast paced environment
• Experience managing complex projects and multiple workstreams, with great attention to detail and strong stakeholder management skills
• Experience with e-commerce CX, with a proven track record of driving high performing results which follows industry leading CX practice

Benefits

• Our Ways of Working: We come into the office between 2-4 days a week and we're always in on Tuesdays and Thursdays. We strongly believe that in-person collaboration and time spent together as a team allows us to deliver high impact work, but the flexibility to also work remotely supports our diverse team.
• Time Off: In addition to the 8 statutory bank holidays, you will receive 29 holidays per year. Lyst’s holiday year runs from 1 April to 31 March.
• Competitive Family Leave Package: This includes Enhanced Family Leave for those eligible, paid Time off for Dependents and Support for Fertility Treatment & Loss.
• Clothing Benefit: We want you to enjoy using the Lyst app and site as much as our customers, so we provide you with a clothing allowance to use on Lyst every year. This starts at £250 when you join and increases up to £1,000 with your length of service
• Private Healthcare: Our healthcare provider is Vitality. Your health is important to us which is why we offer all employees a comprehensive healthcare scheme from the day you start..
• Training Allowance: We’re big on continuous learning and growth, so all employees are currently entitled to an annual training allowance of £1,000. This can be used to attend conferences, industry events, training courses and to purchase resources.
• Pension Scheme: Our pension provider is The People’s Pension. We offer a minimum employee contribution of 5% and 3% employer contribution.
• Eye Tests and Vouchers: Employees can make a saving on their eye test and glasses through our chosen provider. You’ll receive a free eye test every year and a discount towards glasses.
• Cycle-to-Work Scheme: Lyst will purchase a bicycle from your chosen retailer, you will then receive a voucher to pick up your bicycle from them.
• Transport Season Ticket Loan: Employees can apply for an interest free season ticket loan to support your travel to work.
• Social Events: Frequent company wide social events including Christmas & summer parties, sports days, themed drinks, quizzes, cook alongs, as well as smaller team socials. We also have plenty of interest based groups such as football, running club, book club, culinary and more.

We want to build a world where fashion works for everyone, and we want teams that are just as inclusive. Diversity and inclusion is an integral part of our culture at Lyst. We recognise and celebrate the value and impact diversity brings to our company and are committed to ensuring this is a consistent focus, for which we are held to account. We are committed to treating all applicants fairly and equally, and encourage candidates from all backgrounds to apply for this role. We are happy to talk about flexible working arrangements.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Lyst we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.