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Chef de projet formation H/F

  • Contract Type: Full-Time
  • Location: Ile De France, France (75019)

About

Founded in November 2014, Back Market is the very first marketplace specialized in refurbished electric and electronic devices. We connect certified professionals who work hard to ensure all electric and electronic devices get a second life with consumers looking for equipment that makes a difference.

The Quality Department at Back Market, located in Bordeaux, is in charge of managing relationships on a quality level with merchants based worldwide and of delivering the best customer experience possible.

As Training Manager for Customer Care Heroes traniers, you'll be a strategic actor in making our customer service the best one and making sure each training associate shines. Managing your very own team, you'll make sure training our customer care heroes around the globe is done in a very efficient, sustainable and fun way!

*Customer Care Hero: a customer care agent wearing a Back Market cape

Job Description

YOUR MISSION (if you accept it)

To deliver this mission, you will build and conduct training programs to enable our Customer Care Heroes deliver their best.

  • Manage a team of 3 (super) trainers
  • Write and spread the training team vision and values
  • Work closely with the Process & Project teams to anticipate and plan all training programs used by our partners trainers
  • Find innovative solutions to train trainers and to help trainers train efficiently our Customer Care Heroes to leverage their skills at their best
  • Be the ambassador of our partners and share actively their needs and feedbacks to Process & Project teams (based on data and ground experiences)
  • Build a newcomers ramp up program with expected results on a timeline and an action plan regarding results
  • Set up necessary KPIs to monitor your training results and efficiency
  • Visit monthly our partners sites to see the reality of the field and nurture our relationship

Preferred Experience

  • You have a 5+ years experience in a similar position in a fast growing environment such as a startup
  • You have a strong experience in e-commerce and/or customer care
  • Management is supernatural for you! Your team loves you <3
  • You show strong communication and project management skills
  • You are considered a charismatic person who has positive leadership and is able to rally a team on ambitious targets
  • You are organized, structured and have a lot of drive with a can-do / will-do attitude
  • You thrive in a dynamic, challenging, fast-paced work environment
  • You show enthusiasm for electronic devices / the tech industry

Recruitment Process

  • Phone interview with JB, Talent Acquisition Manager
  • Technical Test
  • Interview with Marion, Head of Care Performance
  • Interview with Raoul, COO and Thibaud, CEO

Additional Information

  • Contract Type: Full-Time
  • Start Date: 22 June 2020
  • Location: Ile De France, France (75019)
  • Education Level: Master's Degree
  • Experience: > 5 years