Join us in rebuilding B2B retail and ending waste!
Did you know that 20% of all produced clothes are never worn? Become part of the smatch team to address this major ecological issue of excess stock mismanagement and change the course of the retail industry with us! By joining our B2B Retail Marketplace team as a Head of Operations you will create a real and lasting impact for the environment while working hand-in-hand with the founders to unlock the $3tr retail excess stock market and experience a scaling venture from day 1!
About the role
As smatch continues to grow, we are looking for a Head of Operations to streamline and optimize our operational processes. This critical role involves managing and scaling our B2B marketplace operations, coordinating between departments, and ensuring a top-notch customer experience. The successful candidate will oversee the integration of technologies, vendor management, and process automation while fostering a customer-centric culture and driving strategic initiatives.
Key Responsibilities:- Customer Focus: Ensure satisfaction and retention of buyers and sellers. Enhance customer experience by aligning operations with expectations. Work with growth teams to balance supply and demand.
- Ownership: Manage all operational processes and customer journeys. Be accountable for key metrics including retention, engagement, NPS, support costs, and scalability.
- Operational Excellence: Streamline operations across the entire customer journey, collaborating with other teams to minimize friction.
- Execution: Deploy initiatives quickly, using automation and developer resources to create efficient, scalable operations.
- Tech Integration: Leverage cutting-edge technologies for efficiency. Keep up with industry trends and support engineering in delivering impactful solutions aligned with company KPIs.
- Team Leadership: Guide a diverse team including operations, customer success, CRM, support, product, and development professionals. Provide hands-on leadership and strategic direction to foster a customer-centric culture.
About you
This role is ideal for an entrepreneurial leader with a hands-on approach, comfortable in fast-paced, growth-driven environments.
- Customer-centric approach with a deep understanding of customer journeys and retention strategies
- Entrepreneurial mindset, thriving in a fast-paced, growth-focused startups
- Relevant experience in an operations-heavy role within a digital business, incl. process optimization and automation skills, with experience using no-code tools (e.g., Make/Zapier, Airtable)
- First experience in managing cross-functional teams and leading operational excellence
- Strong analytical skills, with the ability to make data-driven decisions
- Proficiency in English and German
- Ideally based in or willing to relocate to Hamburg
About us
The smatch team has set out to change the course of the retail industry by finding smarter, more sustainable ways to deal with excess stock: Our private, asset-light B2B marketplace for stock connects retailers and brands who want to discreetly switch channels of commerce partners. smatch’s DNA is a combination of tech, sustainability, and retail: we leverage real-time deep data insights with deep retail expertise to offer a new way to manage excess stock instead of destroying it.
Our founders have deep retail and growth experience, led a multi-billion dollar IPO and a successful startup exit. With previous careers at leading strategy consulting firms, our founders have a strong background in building and commercialising and are looking for you as the skilled colleague for outstanding operations.
