Logistics Operations Director

About the Role We are seeking a detail-oriented and customer-centric Logistics (Customer Service Operations) Director / Senior Manager to lead our Customer Service Operations division, supporting the operational and commercial needs of the Gain City group of companies. Beyond overseeing daily service operations and ensuring a positive and unified customer experience across all touchpoints, you will be responsible for delivering operational excellence, seamless service delivery, continuous improvement and leading the adoption of technology to enhance daily operations. Your leadership will ensure that every customer interaction reflects our commitment to service excellence and reliability. Key Responsibilities - Oversee daily operations of the customer service teams to ensure timely and appropriate responses to customer enquiries and feedback - Lead the resolution of high-impact escalations and service disruptions, ensuring clear communication and effective recovery plans - Lead, coach and develop high-performing teams of managers and frontline agents to drive engagement and continuous performance improvement - Develop and implement customer service frameworks, standards and procedures that support long-term business goals and enhance customer satisfaction - Explore, evaluate and adopt customer support tools and platforms to automate processes and improve service capabilities - Set and monitor KPIs such as response time, resolution rate, CSAT and first-contact resolution, and identify areas for improvement - Produce comprehensive reports and actionable insights on customer trends, pain points and service metrics to support strategic decision-making - Ensure full compliance with government regulations and internal SOPs Qualifications and Requirements - A minimum of a bachelor’s degree in business administration, communications, operations management or a related discipline - A minimum of 5 years of experience in customer service operations, with a minimum of 2 years in a leadership role - Experience in managing customer service teams at scale and in hybrid environments - Proficient in customer support tools and platforms - Strong analytical and problem-solving skills - Experience in service industries such as retail or e-commerce is a plus What We Offer - Various learning and development opportunities - A collaborative, forward-thinking and growth-focused work environment - A comprehensive benefits package