Strategic Vice President of Customer Operations & Experience – Leading Global Retail & E‑Commerce Excellence at brighthush

About brighthush

brighthush is a trailblazing retail powerhouse headquartered in the United Arab Emirates, redefining the way consumers discover, experience, and love fashion. With a vibrant portfolio that spans high‑street apparel, luxury accessories, and cutting‑edge streetwear, we curate collections that resonate with style‑savvy shoppers across the Middle East and beyond. Our mission is simple yet ambitious: to empower every customer to express their unique identity through thoughtfully designed garments, seamless omnichannel experiences, and unparalleled service.

At brighthush, we blend creativity with technology. From AI‑driven personalization engines that recommend the perfect outfit to a unified customer data platform that unites online, mobile, and in‑store interactions, we are committed to delivering a frictionless journey that delights and retains. Our culture is built on curiosity, collaboration, and a relentless focus on customer delight. We celebrate diversity, encourage bold ideas, and reward results that push the boundaries of retail innovation.

Why This Role Matters

The Vice President of Customer Operations & Experience is a pivotal leadership role that shapes the heart of brighthush’s brand promise. As the steward of every customer touchpoint, you will architect and scale the operational backbone that powers our omnichannel ecosystem. Your strategic vision will translate into measurable improvements in satisfaction, loyalty, and revenue, while your hands‑on execution will ensure that every interaction reflects the brighthush commitment to excellence.

Key Responsibilities

• Strategic Leadership – Define the long‑term vision for customer operations, aligning with brighthush’s growth objectives and brand values.
• Operational Excellence – Design, implement, and continuously refine end‑to‑end customer support workflows across online, mobile, and physical stores.
• Performance Management – Establish KPIs, dashboards, and reporting mechanisms to monitor service quality, response times, and customer sentiment.
• Team Development – Recruit, mentor, and inspire a geographically dispersed team of customer service managers, agents, and support specialists.
• Process Innovation – Lead cross‑functional initiatives that leverage technology (CRM, AI chatbots, omnichannel ticketing) to enhance efficiency and personalization.
• Stakeholder Collaboration – Partner with Marketing, Merchandising, Product, and Technology to embed customer insights into product development and promotional strategies.
• Escalation & Crisis Management – Own the escalation framework, ensuring rapid resolution of high‑impact issues and maintaining brand reputation.
• Budget & Resource Planning – Manage the customer operations budget, forecast staffing needs, and optimize cost‑to‑serve metrics.
• Continuous Improvement – Champion a culture of data‑driven decision making, driving initiatives that reduce churn, increase upsell opportunities, and elevate Net Promoter Score (NPS).
• Compliance & Governance – Ensure all operations adhere to local regulations, data privacy laws, and industry best practices.

Essential Qualifications

• 8+ years of progressive experience in customer operations, experience design, or service leadership within retail, e‑commerce, or consumer‑facing sectors.
• Proven track record of scaling customer support functions in a fast‑moving, high‑volume environment.
• Deep analytical acumen: ability to mine customer data, identify trends, and translate insights into actionable operational strategies.
• Exceptional team‑building skills: experience leading cross‑functional, geographically dispersed teams with a focus on empowerment and high performance.
• Advanced project management expertise: adept at orchestrating complex initiatives, managing timelines, and delivering results under tight deadlines.
• Strong communication and stakeholder management abilities, capable of influencing senior leadership and driving consensus across departments.
• Hands‑on experience with CRM platforms (e.g., Salesforce, Zendesk, Freshworks), omnichannel ticketing systems, and AI‑powered customer service tools.
• Bachelor’s degree in Business, Management, Operations, or a related field; an MBA or advanced degree is highly desirable.

Preferred Qualifications

• Experience in a multi‑brand retail conglomerate or a global fashion house.
• Background in implementing customer experience transformation programs (e.g., CX maturity models, Voice of the Customer frameworks).
• Proficiency in data visualization tools (Tableau, Power BI) and statistical analysis.
• Knowledge of Arabic and English languages, with additional language skills considered a plus.
• Prior exposure to remote‑first or hybrid workforce management.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Process Design & Optimization
• Change Management & Agility
• Team Coaching & Talent Development
• Cross‑Functional Collaboration
• Financial Acumen & Budget Stewardship
• Technology Savvy & Digital Fluency
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our brand. As Vice President of Customer Operations, you will:

• Lead a high‑impact function that directly influences revenue and brand equity.
• Collaborate with senior executives on strategic initiatives, gaining exposure to the entire business.
• Participate in leadership development programs, including executive coaching, global immersion trips, and industry conferences.
• Own cross‑departmental projects that foster innovation, such as AI‑driven personalization pilots or sustainability‑focused customer engagement campaigns.
• Mentor emerging leaders, building a legacy of talent within the organization.

Work Environment & Culture at brighthush

Our culture is a vibrant blend of creativity, collaboration, and accountability. We celebrate individuality while working toward shared goals. Key cultural pillars include:

• Remote‑First Flexibility – Work from anywhere while staying connected through digital collaboration tools.
• Inclusive & Diverse Workforce – A global team that brings varied perspectives, fostering innovation.
• Continuous Learning – Access to e‑learning platforms, workshops, and mentorship programs.
• Well‑Being & Work‑Life Balance – Comprehensive wellness initiatives, mental health resources, and generous time‑off policies.
• Recognition & Rewards – Performance bonuses, spot awards, and public recognition for outstanding contributions.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior leadership roles.
• Performance‑based bonus structure tied to company and individual KPIs.
• Equity or stock‑option plans to share in the company’s growth.
• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Annual wellness stipend and access to fitness memberships.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for conferences, courses, and certifications.

Ready to Shape the Future of Customer Experience?

If you are a visionary leader with a passion for elevating customer journeys, a proven ability to scale operations, and a desire to make a tangible impact in a fast‑paced, fashion‑forward environment, we invite you to join brighthush. This is more than a role; it’s an opportunity to lead a transformative journey that will define how millions of customers interact with the brand for years to come.

Take the next step in your career and help us create unforgettable experiences that inspire confidence, self‑expression, and loyalty. Apply today and become a cornerstone of brighthush’s success story.