- Employment
- Full-time
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Nov 7, 2026
About SSENSE
SSENSE is a Montreal-based retailer bringing together established and emerging luxury brands across fashion and other product categories. Its work combines e-commerce, cultural content and a Montreal store, with roles spanning merchandising, technology, studio production, customer experience and corporate functions.
The Senior Director of Customer Experience Operations leads SSENSE’s global Customer Care, Customer Intelligence & Enablement, and Asset Protection divisions, overseeing strategy, budgets, technology innovation, risk, and operational performance. The role is full-time and permanent, with a hybrid work model requiring two days in the office.
Role & Responsibilities
- Align Customer Care, Customer Intelligence, and Asset Protection objectives; manage the functional operating budget and optimize ROI on BPO partners and technology infrastructure.
- Lead customer lifecycle optimization by designing automated workflows and Generative AI/LLM integrations to reduce first-response and resolution times.
- Oversee the organization’s physical and financial security strategy, including fraud prevention and security protocols that protect profitability and brand reputation.
- Establish and audit global operational KPIs, and lead complex operating-model transformations and large-scale system transitions, such as CRM or OMS implementations.
- Coach and mentor the functional leadership team, and refine organizational design to improve communication among technical analysts, security experts, and frontline agents.
Qualifications
- More than 12 years of high-stakes operational leadership experience, preferably in retail or e-commerce, including at least 10 years of direct people-management experience.
- Bachelor’s degree in business, engineering, operations management, or a related field.
- Full professional fluency in French and English to lead a global team, translate complex documentation, and engage with diverse stakeholders.
- Deep technical understanding of CRM ecosystems, particularly Zendesk, AI/LLM applications, and physical and digital security frameworks.
- Strong knowledge of complex datasets and engineering frameworks, with a proven track record managing multi-team Agile/DevOps workflows, such as SAFe, and system architecture.
Skills
Experience
More than 12 years of high-stakes operational leadership experience, preferably in retail or e-commerce, including at least 10 years of direct people-management experience.
Education
Bachelor’s degree in business, engineering, operations management, or a related field.
Workplace
This position is based in Montreal, Quebec, Canada.
Benefits
Extended health and dental benefits, including mental health programs and coverage; parental top-up program; employee discount on ssense.com; telemedicine and employee and family assistance program; matching contributions to savings and retirement plans; gender affirmation coverage; opportunity to work with cutting-edge technologies and an innovative team.
Culture
SSENSE’s job descriptions emphasize collaboration between commercial, creative and technical functions. Studio roles balance visual standards with production requirements, while technology and merchandising roles focus on the tools and processes supporting the retail operation.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.