Head of Operations and Member Experience Full Time

About Zero Collective: Zero Collective is redefining luxury through circular fashion. Headquartered in Toronto, we offer a premium handbag rental and subscription experience for modern consumers who value access, sustainability, and style. We’re expanding our physical presence and deepening our member relationships, creating a new blueprint for luxury fashion engagement.

Role Overview: We’re seeking a hands‑on, detail‑oriented, and brand‑driven operations and customer success leader to join our growing team. This person will own the full customer experience — from handling and preparing each handbag rental to overseeing logistics, retention, and showroom operations. You’ll ensure every order is packed, maintained, and presented to our members with the highest standard of care, while also playing a key role in our brand storytelling and social media presence. Additionally, you’ll be responsible for helping us shape and improve our member experience, acting as the customer advocate and developing meaningful programming. You’ll play a critical role in the marketing side of our business, with a focus on improving retention .

Key Responsibilities

• Product Handling & Fulfillment: Work with our team to manage the full end‑to‑end order process — inspect, clean, pack, and ship all handbags with precision and care. Maintain presentation standards aligned with luxury brand expectations.
• Inventory & Quality Control: Track item availability (both on bags and on packaging), monitor wear and tear, and ensure each piece is maintained to showroom quality between rentals. Coordinate repairs or restorations when needed.
• Operations Management: Oversee daily workflow across logistics, shipping timelines, vendor coordination, and studio organization. Continuously improve systems to enhance efficiency and consistency.
• Customer Experience & Retention: Lead all member support and communication. Resolve inquiries promptly and design retention programs that strengthen loyalty. Help develop and scale our member CRM strategy, both on marketing campaigns and on automations
• Showroom Expansion Support: Assist with physical showroom setup and operations – both during pop up showrooms and as we expand into a full time physical experience, ensuring seamless integration of inventory and elevated in‑person service.
• Marketing Content & Community: Contribute to brand storytelling by creating social media content, assisting with shoots or styling, and engaging our community in an authentic, visual way.
• Data & Insights: Track and report on performance across operations, retention, and logistics to identify opportunities for optimization and work with product to identify what systems we need in place and scope out 

Qualifications

• We’re looking for someone with 8+ years working experience, ideally in the luxury and retail space. 
• You’ve owned operations, fulfillment & retail workflows before — ideally in a luxury, DTC, or customer‑experience‑led business where no detail was too small to perfect. Retail experience is an added bonus
• You take pride in process and polish: from packaging a bag to streamlining a system, excellence is your default.
• You’ve got an eye for brand aesthetics and understand that every touchpoint — from how something’s wrapped to how it’s handed over — tells a story. 
• You’re scrappy, organized, and thrive in a hands‑on startup environment where priorities shift, ideas move fast, and wins are shared.
• You communicate clearly, solve problems creatively, and always find a way to make things work — even when the blueprint’s still being written.
• You’re fluent in tools like Google Workspace, Instagram, and Tiktok, as well as project management apps (Asana, Airtable, Monday), or you’re eager to learn and build smarter systems as we scale. 

Please note – this role is full time and is onsite in our Yorkville location.