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QUALITY, CUSTOMER CARE & SERVICES

Project Manager

  • Contract Type: Full-Time
  • Location: Bordeaux, France ()

About

BackMarket is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Job Description

Back Market is the #1 marketplace for refurbished electronic devices in Europe and in the US, leading the way in a shift towards a circular economy, freeing the planet from electronic waste. We are proud to sabotage ‘new’ by connecting highly certified professionals to consumers who are looking for a more affordable, reliable and an ecological alternative to purchasing brand new products.  

Back Market is undergoing meteoric growth and has raised over 335M€ already! We have the objective of reaching 650 Back Makers (or Saboteurs) by the end of 2021! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, New-York, Prague and Berlin). This is an opportunity for you to join a talented, humble and passionate team at the heart of innovation. 

Be a part of the movement. Join the refurb revolution.

In order to increase our customers’ loyalty and standardize their after sales experience across countries, Back Market has developed a service to deliver after sales support on behalf of our merchants. 

This after-sales service, called “the BackCare”, has two main objectives: (1) help our merchants grow their business outside of their domestic market and (2) deliver a great after sales customer experience aligned with Back Market’s quality standards. 

About the role

Our growth plan in 2021 includes the strengthening of the service in the US as well as a strong acceleration of the service adoption by our merchants in Europe.

YOUR MISSION (IF YOU ACCEPT IT) 🥇

  • Own the service roadmap 
  • Ensure the profitability of the service by meeting revenue and cost targets
  • Monitor budget and forecasts by working closely with the Finance and the Customer Care Analysts teams
  • Monitor and improve the quality of the customer experience - you will work closely with all the Customer Care teams (Process/Training/Outsourcing Management) and BOT teams (product owners and developers)
  • Monitor and improve the quality of the merchant experience - you will work closely with the Supply Team and the Merchant Support Center team
  • Refine service pricing to adapt our offer to the merchant’s needs and profiles
  • Improve integration of other services in the BackCare (especially logistics services, repair service)
  • Improve and automate as many features of the service as possible in order to make the service scalable (merchants’ onboarding, invoicing etc)
  • YOU ARE IN THE RIGHT PLACE IF YOU: ⭐

  • You have a minimum 5 years experience in consulting and/or project management 
  • You have a great knowledge of ecommerce after-sales processes and tools
  • You have excellent verbal and written communication (French & English)
  • You have a high capacity to federate and work with transversal teams
  • You are comfortable working in a fast-pace environment
  • You've got strong analytical skills
  • INTERVIEWING PROCESS: 📅

  • Telephone interview with our Talent Acquisition Specialist, Lou
  • Technical Test
  • Interview with Léonie, BackCare Manager and Caroline, Head of Services
  • Interview with Youenn, Director Customer Care and Supply Operations & Raoul, COO
  • Interview with Thibaud, CEO
  • WHY SHOULD YOU JOIN US ? ✌🏼

    - A meaningful job: through hard work, you will help avoid thousands of tons of electronic waste and fight against planned obsolescence. It counts!

    - An attractive salary, equity, multiple benefits (meal tickets, health insurance, etc...), parental benefits, relocation package, internal events, etc… 

    - Be in an environment where you can make a difference: you will have the freedom to innovate and adopt new ideas!

    - Grow your career with a flexible career path, Back Market can help you evolve!

    - A booming scale-up: our environment is rapidly growing in Europe, the USA and in Asia!

    - We embrace work life balance which includes flexible working hours and the opportunity to work from home. 

    - A lot of fun: you will have the opportunity to work in a fast-paced, open-minded and friendly environment.  

    Back Market is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

    Additional Information

    • Contract Type: Full-Time
    • Location: Bordeaux, France ()
    • Experience: > 5 years