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Owns operational performance for global 24/7 customer experience and customer service teams. Leads managers and frontline teams, develops operational strategy, manages KPIs, improves processes, supports workforce planning, ensures compliance, and builds strong client relationships. The role also involves scaling operations, coaching leaders, managing escalations, and partnering with Finance, HR, and Recruitment to support growth and service delivery.

Own the end-to-end editing of social-first video content for Instagram, TikTok, and YouTube. Transform raw footage and concepts into polished, engaging edits using strong storytelling, hooks, pacing, captions, sound design, transitions, and visual effects. Adapt content for multiple platforms, incorporate creative feedback, track emerging trends, manage multiple deadlines, and contribute original creative ideas while maintaining high production standards.

Lead creative operations and client relationships for multiple accounts. Manage team workload, resource planning, project prioritisation, and performance. Coach creatives, translate client objectives into briefs, run client meetings, improve workflows, monitor project health, support upsell opportunities, and oversee internal marketing (website, social, content) while collaborating on recruitment and strategic planning.

Build, customize, and optimize Shopify sites and themes (Liquid, JS, HTML, CSS). Implement integrations, improve performance, SEO, and conversion through CRO experiments, troubleshoot issues, and collaborate with e-commerce managers and clients.

Manage daily orders, shipments, purchase orders, routing, delivery appointments, supplier follow-ups, billing, reporting, and production schedule updates. Coordinate with Amazon, QVC, suppliers, freight partners, and 3PL warehouses. Maintain accurate NetSuite records, resolve Celigo integration issues, and ensure orders are processed and delivered on time during a six-month maternity leave contract.

Analyze contact center metrics (AHT, FCR, CSAT, SLA, productivity), build dashboards, identify performance gaps, conduct root-cause analysis, support forecasting and workforce planning, document requirements, and present data-driven recommendations to stakeholders to drive operational improvements.

Lead 24/7 BPO customer experience and service operations: design processes, build teams, manage client relationships, monitor KPIs, ensure compliance, manage budgets, recruit and coach staff to scale global CX delivery.

Support execution of email and SMS lifecycle campaigns for e-commerce clients: build and deploy campaigns, manage segmentation and automated journeys, perform QA, monitor performance, assist reporting, and coordinate with designers and e-commerce teams.