BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 28 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated revenues of EUR 1,533.7 million in 2025 and employs around 2,200 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.
BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 28 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated revenues of EUR 1,533.7 million in 2025 and employs around 2,200 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.
About Us
BESTSECRET is a members-only off-price fashion platform offering premium and luxury brands to customers across Europe. Our Customer Service team is part of the overall product experience - customers expect reliability, clarity and personal care in every interaction.We operate through several international BPO partners and internal teams. Our goal is consistent service quality: no outliers, no inconsistent handling - every customer receives the same premium experience.
To support this, we are looking for a Partner Operations Business Developer (all genders) who steers daily operations across all support channels and external partners.
About the Role
You will be responsible for maintaining and developing strong partner relationships, identifying opportunities for growth, and ensuring that partnerships translate into consistent, high-quality customer experiences.
The role combines strategic thinking with hands - on execution. You will identify opportunities, develop solutions, monitor performance, address operational challenges, and drive continuous improvement. You will leverage data and customer insights to identify trends, anticipate issues, and translate opportunities into measurable business results. A key lever for success will be to standardize and continuously raise quality standards, while using data and technology to proactively identify outliers and address potential issues before they impact our partners or customers.
You will work closely with internal teams and external partners to build, develop and optimize our partner operations, balancing commercial objectives with operational excellence and customer satisfaction.
What You’ll Do
- Operations Management: Own partner performance tracking, ensuring quality and productivity targets are met, streamline process improvements; solve operational roadblocks, and ensure partners have what they need to succeed.
- Operational Steering: Track operational KPIs and ensure stable daily performance. Detect risks early and initiate corrective actions, ensure timely backlog reduction measures and balanced workload distribution, and coordinate daily priorities with BPO counterparts.
- Quality & Customer Experience: Own Quality Framework to ensure consistent case handling across vendors. Support calibration and feedback loops. Analyze recurring handling issues and trigger corrective actions. Identify and eliminate experience outliers to maintain quality standards in all interactions.
- Analytics & Reporting: Leverage data and advanced analytics to identify trends, generate actionable insights, and inform strategic decision-making. Drive the adoption of AI-enabled solutions to enhance quality assurance, increase operational effectiveness, and enable the proactive identification and mitigation of emerging issues.
- Collaboration & Communication: Act as main operational contact for partner Operations Managers and WFM teams. Align staffing adjustments and priorities. Support incident handling and peak readiness. Escalate risks and propose practical solutions.
Who You Are
- 3–5 years of experience: in business development, account management, operations, or customer success - experience in e-commerce, retail or marketplace environments is a plus.
- Clear communication: Fluent English; German is a big plus, basic knowledge required.
- Analytical skills: data driven and comfortable steering operations based on real-time performance indicators.
- Comfortable with CRM platforms, spreadsheets, and learning new tools quickly. Familiarity with ticketing tools (e.g. Salesforce, Zendesk) is a plus.
- Smart and resourceful: You solve problems creatively and learn quickly. You're comfortable with ambiguity and thrive when wearing multiple hats.
- Energetic and proactive: You bring positive energy, take initiative, and don't wait to be told what to do. You celebrate wins and push through challenges.
- Kind and people-focused: You genuinely care about relationships—with partners, customers, and colleagues. You communicate with clarity and empathy. You drive the work of teams up to 200 agents.
- Team player: You combine a strong drive for results with a positive, collaborative mindset. You take ownership, share credit, and support others. You bring energy and optimism to challenging situations.
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