Head of Operations - France

Responsibilities

• Lead the French customer operations
• You'll run a French-speaking customer service team across phone, WhatsApp, live chat and email, making sure customers can reach us quickly and leave happy.
• You'll own the end-to-end experience: resolving complaints, handling damage claims and refunds quickly and fairly, and keeping our reputation strong on Google and Trustpilot.
• You'll also lead the team through process improvements as the market grows, and keep a tight grip on refund and damage-claim risk.
• Match every job to the right partner, profitably
• Our service depends on connecting each booked move to the right transport partner at the right price.
• You'll own this for France: maximising the share of jobs covered smoothly and cost-effectively, minimising last-minute gaps and drop-outs, and working with our routing, optimisation and pricing teams to combine jobs into shared routes and fill return trips.
• Margin matters here as much as service quality.
• Build and lead the transport-partner network
• You'll grow and manage the supply base that keeps France running.
• That means recruiting and onboarding new transport partners, keeping existing partners engaged, well-supported and performing, and acting decisively when standards slip.
• A strong, reliable network is the backbone of what we do.
• Lead and grow your team
• You'll be based in the office and on the floor with your team in Cape Town and just as effectively, you'll be leading the team in our Senegal office remotely. Visible, engaged and setting the standard every day.
• You'll also roll up your sleeves: jumping on calls when needed, unblocking issues in real time, and building a culture where people take real ownership of the customer experience.
• You'll recruit, coach and develop a multi-site team across Cape Town and Senegal, setting clear goals, holding a high bar and delivering a team of high performers
• What you'll be measured on
• You'll own a clear, commercial scorecard. The headline measures are:
• Customer satisfaction (NPS) and how quickly we respond across all channels
• Cost to serve and operating margin for France
• Transport-partner network coverage and reliability, active partners, new partners onboarded, and the rate of last-minute drop-outs
• Speed and fairness of complaints, damage claims and refunds
• Team engagement, retention and productivity
• What success looks like
• Within six to twelve months, France runs predictably and profitably.
• Customers reach us quickly and rate us highly.
• Complaints, claims and refunds are handled fast and fairly. Jobs are matched to reliable partners at a healthy margin with few last-minute failures.
• The transport-partner network is growing and performing. And your team is engaged and consistently hitting its numbers.

Requirements

• Experience in the French consumer market, ideally in e-commerce, contact centres, transportation or logistics services
• Experience in a scale up launching new products and services
• Must be fluent in French and English with extensive experience working with customers in France versus french speaking countries.
• Proven operations leadership in a high-volume, customer-facing environment, marketplace, logistics, contact centre, e-commerce or similar
• A strong people leader you've built and led teams before, including managing people remotely and across multiple sites and can give concrete examples of building high performing teams
• Commercial and data-driven, you make decisions from the numbers and care about margin as much as service quality
• A hands-on operator, you build proce

Benefits

Additional Information

Got Drive? Join AnyVan as we make moving anything, anywhere miles better and build a career that moves just as fast. Back in 2009, our CEO Angus saw half-empty vans everywhere and knew there had to be a better way! That's how AnyVan began. He set out to create the world's most efficient logistics technology and help halve the number of wasted miles by filling those empty vans. Since then we've become the nation's favourite way to move, with over 150k five-star reviews and 5 million customers in the UK and Europe. Our team of 400 AnyVanners across London, Cape Town and Bogota is proving that moving doesn't have to cost the earth by helping save 8,520 tonnes of Carbon each year. Our French operations are growing fast and we need someone to run it. This is a genuinely end-to-end leadership role. From the moment a customer books, you're accountable for delivering a great experience, keeping our transport-partner network strong and reliable, and running the operation profitably all the way through to a completed move. You'll be the single owner of how France performs day to day, leading a multi-site, French-speaking teams based in Cape Town and Senegal. It's hands-on, commercial and high-impact: the decisions you make are felt directly by customers, by our transport partners, and on the bottom line. It's one of our fastest-growing markets and we're investing to scale it. That's where you come in.

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