VIP Operations Team Leader

Vestiaire Collective is the leading global online marketplace for desirable pre-loved fashion. Our mission is to transform the fashion industry for a more sustainable future by empowering our community to promote the circular fashion movement. Vestiaire was founded in 2009 and is headquartered in Paris with offices in London, Berlin, New York, Singapore, Ho Chi Minh, and warehouses in Tourcoing (France), Crawley (UK), Hong Kong and New York. We currently have a diverse global team of 600 employees representing more than 50 nationalities. Our values are Activism, Transparency, Dedication and Greatness and Collective. Permanent position based onsite at our Crawley warehouse Vestiaire Collective is the leading global online marketplace for desirable pre-loved fashion. Our mission is to transform the fashion industry for a more sustainable future by empowering our community to promote the circular fashion movement. Founded in 2009 and headquartered in Paris, Vestiaire Collective has offices and operational sites across Europe, Asia and the United States. Our global team brings together more than 50 nationalities, united by our values: Activism, Collective, Dedication, Greatness and Transparency. About the role We are looking for a VIP Operations Team Leader to lead a multidisciplinary team at our Crawley warehouse. Vestiaire Collective offers a dedicated consignment service to selected VIP sellers. Our VIP Key Account Management team manages the client relationship, while our warehouse team oversees the operational journey of their items—from intake and preparation through photography, copywriting and publication on our platform. Reporting to the Crawley Warehouse Director, you will manage a team of seven: three Copywriters, three Photographers and one Logistician. Your primary responsibility will be to create a clear, supportive and high-performing working environment. You will oversee daily workflow, help the team achieve its productivity and quality targets, address operational bottlenecks and ensure that VIP items are processed accurately and on time. This is a hands-on, onsite leadership position for someone who enjoys being close to both the team and the operation. What you will do Lead and develop the team Lead, coach and support a multidisciplinary team of 7 across copywriting, photography and logistics. Set clear expectations and help team members understand their individual and collective performance targets. Hold regular one-to-one meetings, provide timely feedback and support individual development. Recognise strong performance and address performance concerns constructively and consistently. Organise team coverage and allocate work according to operational volumes and priorities. Build a collaborative environment in which different professional profiles work together towards a shared objective. Support the onboarding and training of new team members. Manage daily operations and performance Coordinate the daily VIP consignment workflow, from the arrival of items at the warehouse through to photography, copywriting and listing. Monitor productivity, quality, turnaround time and backlog against agreed KPIs and service levels. Identify bottlenecks across the different stages of the workflow and take practical action to resolve them. Prioritise urgent or sensitive items while maintaining a sustainable workload for the team. Ensure information relating to items is recorded accurately and updated on time. Investigate operational or quality issues, identify their root causes and implement corrective actions. Provide the Warehouse Manager with clear visibility of team performance, risks and required support. Deliver a reliable VIP service Partner closely with Key Account Managers, who manage the direct relationship with our VIP clients. Act as the main operational escalation point for questions, delays and urgent requests relating to VIP consignments. Provide clear and realistic updates on item status, operational capacity and expected timelines. Balance urgent business requests with existing operational priorities and team capacity. Ensure that the operational service delivered by the warehouse meets the standards expected for VIP and high-value items. Improve processes and maintain high standards Identify opportunities to improve productivity, quality and collaboration across the workflow. Use performance data and team feedback to recommend practical process improvements. Create, maintain and communicate clear Standard Operating Procedures. Ensure that team members consistently follow quality, inventory, security and compliance procedures. Support the accurate handling and traceability of unique, sensitive and high-value items. Monitor the impact of implemented changes and adjust the approach when needed. Share regular performance updates and improvement plans with warehouse and business stakeholders. Who you are We are open to candidates from warehouse operations, production environments, e-commerce fulfillment, content operations or other fast-paced operational settings. You do not need previous experience in luxury fashion, consignment or direct VIP client management. What matters most is your ability to lead people, manage a multi-stage workflow and deliver consistently against operational targets. What you will bring At least 3 years of experience in a Team Leader, Supervisor or comparable people-management position. Experience managing daily performance in a warehouse, production, fulfilment or similarly operational environment. A strong track record of coaching team members, providing feedback and managing underperformance. Experience using KPIs to monitor productivity, quality, turnaround time or service levels. The ability to organise team coverage, allocate work and respond effectively to changing priorities. Experience identifying workflow bottlenecks and implementing practical improvements. Confidence working with stakeholders from both operational and business teams. Clear and professional communication, particularly when managing urgent requests or escalations. Strong attention to detail and a commitment to operational accuracy. A pragmatic, hands-on approach and the confidence to make decisions close to the operation. Professional fluency in English. It would be an advantage if you have Experience managing a multidisciplinary team or several stages of a production workflow. Experience handling unique, sensitive or high-value inventory. Experience working with creative production, product content, photography or copywriting teams. Familiarity with SOP development, inventory controls or security procedures. An interest in fashion, luxury products, resale or the circular economy.