Chief Operations Officer

Sienna Charles; United Kingdom; Remote; GBP 100,000 - 150,000; Full time

Job summary

A leading luxury lifestyle company is seeking a Chief Operations Officer (COO) to oversee strategic operations and elevate customer service excellence. The COO will be pivotal in managing remote teams, optimizing operational efficiencies, and driving innovation in luxury service delivery. Join us in shaping unforgettable experiences for our elite clientele.

Qualifications

• 10+ years of professional experience, including 5-7 in senior leadership roles.
• Proven success in luxury, hospitality, or high-end service sectors.
• Extensive experience managing remote teams.

Responsibilities

• Develop and implement operational strategies supporting company growth.
• Lead customer service initiatives to elevate client satisfaction.
• Manage budgets and analyze costs for operational sustainability.

Skills

Strategic Thinking

Leadership

Customer Experience Management

Operational Efficiency

Team Development

Financial Management

Communication Skills

Project Management

Data Analytics

Vendor Management

Education

Bachelor's or Master's degree in Business Administration or related field

Tools

CRM Systems

Project Management Tools

Job description

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Position: Chief Operations Officer (COO)

Location: Remote (Work-from-home setup required)

Working Hours: Predominantly US business hours (Eastern Time)

Sienna Charles is the premier luxury lifestyle company, renowned for curating bespoke experiences and delivering unmatched service to our elite clientele. Featured in prestigious publications such as Forbes, we are committed to setting new standards of excellence, innovation, and personalized attention in the luxury market. Our mission is to create memorable, seamless experiences that reflect the sophistication and exclusivity of our brand.

Role Overview:

As the Chief Operations Officer (COO), you will be a key member of the executive leadership team, responsible for translating our strategic vision into operational reality. You will oversee all aspects of daily operations, ensuring that every touchpoint aligned with our brand promises delivers exceptional service and operational efficiency. This role demands a proactive, strategic thinker with a passion for high-end service, exceptional leadership skills, and the ability to manage a remote team in a fast-paced, luxury environment.

Key Responsibilities:

• Strategic Operations Management: Develop, implement, and refine operational strategies to support the company’s growth and long-term vision. Ensure that operational goals are aligned with overall business objectives.
• Customer Experience Excellence: Lead initiatives to elevate the customer service experience, ensuring consistency, personalization, and surpassing client expectations. Act as a champion for client satisfaction and loyalty across all departments.
• Team Leadership & Development: Build, lead, and inspire a high-performing, remote team of customer service professionals, operations staff, and other key personnel. Foster a culture of excellence, accountability, and continuous learning.
• Streamline workflows: Implement advanced operational systems, automation tools, and digital platforms to optimize daily processes, reduce manual tasks, and improve overall efficiency. This includes adopting CRM solutions, project management tools, and communication platforms that facilitate seamless remote collaboration.
• Process Optimization & Innovation: Streamline workflows, adopt best practices, and leverage technology to improve operational efficiency. Drive innovation in service delivery and operational processes to maintain a competitive edge in the luxury market.
• Drive operational innovation: Lead initiatives to reimagine traditional service models through technological enhancements, such as virtual concierge services, AI-powered chatbots, or mobile apps that enhance client engagement and streamline service delivery.
• Maintain a competitive edge: Regularly evaluate new tools and technological trends in the luxury and high-end service sectors to ensure the organization remains innovative, agile, and differentiated in a crowded marketplace.
• Leverage cutting-edge technology: Utilize data analytics, AI, and other emerging technologies to gain insights into customer preferences, operational bottlenecks, and service opportunities. Use this data to personalize experiences and anticipate client needs proactively.
• Financial Oversight: Manage budgets, resource allocation, and financial planning to ensure operational sustainability and profitability. Collaborate with finance teams to analyze costs, optimize expenditures, and improve financial performance.
• Quality Control & Compliance: Establish and monitor quality standards, compliance protocols, and risk management procedures to uphold brand integrity and legal standards.
• Adopt best practices: Continuously research and integrate industry-leading practices and technological innovations to stay ahead of competitors. Establish standardized procedures and quality benchmarks that uphold the highest standards of luxury service delivery.
• Vendor & Partner Relations: Cultivate strong relationships with vendors, partners, and service providers to ensure reliable, high-quality offerings that meet brand standards.
• Data-Driven Decision Making: Utilize analytics and KPIs to monitor operational performance, identify areas for improvement, and implement strategic solutions. Provide regular reports to the executive team.
• Cross-Functional Collaboration: Work closely with marketing, sales, product development, and other departments to ensure a seamless, integrated approach to delivering luxury experiences.
• Training and adoption: Ensure team members are well-trained on new technologies and processes, fostering a culture of continuous improvement and technological literacy.
• Foster a fast-paced, agile environment: Promote a culture of adaptability, quick decision-making, and continuous improvement. Encourage teams to embrace change, experiment with new ideas, and iterate rapidly to meet evolving client expectations and business needs.

Qualifications:

• (Preferred) Bachelor's or Master's degree in business administration, marketing, or a related field.
• Minimum of 10+ years of professional experience, including at least 5-7 years in senior leadership roles such as Director, VP, or equivalent.
• Proven success in senior operations leadership roles, ideally within luxury, hospitality, concierge, or high-end service sectors.
• Extensive experience managing remote teams and implementing effective communication and collaboration strategies.
• Strong strategic and analytical skills with a track record of translating vision into actionable plans.
• Exceptional leadership qualities, with a demonstrated ability to motivate, develop, and retain top talent.
• Excellent interpersonal and communication skills, capable of engaging high-net-worth clients and internal stakeholders at all levels.
• Demonstrated ability to manage multiple projects simultaneously while maintaining attention to detail.
• Advanced understanding of operational systems, CRM, customer service platforms, and technological tools relevant to luxury services.
• Prior experience in luxury, hospitality, or high-end service sectors is highly advantageous.

Why Join Us:

At Sienna Charles, you will be part of a dedicated, innovative team committed to redefining luxury lifestyle experiences. We offer a flexible, work-from-home environment that empowers you to lead impactful initiatives and shape the future of our company. Join us and make a tangible difference in the lives of our elite clientele while advancing your career in a dynamic, prestigious organization.

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

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