Senior Retail Executive

Job Title: Senior Retail Executive

Department: Customer Service

Location: Dublin West (Hybrid)

Role Type: Permanent

We are seeking a high-energy Senior Retail Executive to lead our customer experience function for a rapidly growing fashion brand. This is a pivotal management role focused on achieving operational excellence while aggressively driving sales and hitting key KPIs. The ideal leader will thrive in a fast-paced environment, combining strategic leadership with a hands-on approach to deliver world-class service and commercial growth.

Responsibilities

• Drive sales and KPI performance by aligning all customer service activities with the brand's commercial growth objectives.
• Lead and elevate daily operations of the customer service function, ensuring a proactive and results-driven environment.
• Manage the KPI framework within Zendesk, tracking team performance and providing regular data-driven feedback.
• Oversee special service projects from conception to execution to improve overall customer satisfaction levels.
• Handle high-level escalations, resolving complex or sensitive customer complaints with professional and timely solutions.
• Standardise team workflows by developing and maintaining SOPs and delivering comprehensive systems training.
• Represent the brand at European trade shows, gathering market feedback while providing operational support to field salesg.

Requirements

• Extensive experience in a management role, specifically within a fast-moving retail or consumer brand environment.
• Proven track record of hitting targets and using service strategies to directly support business sales goals.
• Technical expertise in Zendesk, including the ability to build reports, refine metrics, and manage platforms.
• Proficiency in NetSuite and NuOrder, with a strong understanding of ERP systems and order management workflows.
• Exceptional leadership capabilities, with the skills to coach diverse teams and foster a culture of accountability.
• Strong analytical mindset, comfortable using data and reporting tools to identify trends and operational gaps.
• Excellent communication skills, with the ability to manage stakeholders and represent the company internationally.