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QUALITY, CUSTOMER CARE & SERVICES

Customer Care Operations Manager

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

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 making sure good quality products are sold on the platform and delivering the best customer experience possible.

As Customer Care Operations Manager you'll support the Customer Care team to deliver outstanding performance through the effective use of data. You’ll be part of the Customer Care team, you’ll manage a team of 2 amazing Back Makers and you’ll be at the core of the team’s vision and strategy.

Job Description

Your missions fall into 3 areas:

Strategy

  • improve the Customer Care teams’ service level using KPIs and driving efficient action plans
  • support your team showing the way for an efficient KPIs analyse
  • contribute to writing the Customer Care roadmap

Forecast, sizing and budget

  • optimize the forecasting model to staff our Customer Care according to volume forecasts and adjust quickly to answer to peaks needs and new activities
  • follow the budget linked to the forecasts
  • alert on any overspending and explain where the fluctuations come from

KPIs

  • follow and deep dive into KPIs to understand and explain fluctuations (customer satisfaction, level of service, reiteration, budget etc)
  • improve KPIs results by launching projects & process improvements - you will work closely with the Project and the Process teams
  • improve and/or create dashboards to better follow the KPIs - you will work closely with the Quality Analysts and the Business Intelligence teams
  • improve the quality of the customer care by launching quality reviews, thanks to the previous monitored KPIs - you will work closely with the Training Team

Preferred Experience

  • You have 5 years of experience in a similar position and sectorYou have a Bac +5 degree, Engineering or Business School
  • You are very familiar with Excel/Google Sheet to manipulate data
  • English is a no brainer for you
  • You are committed to helping our customer care teams better perform to make our customers and refurbishers happy
  • You know how to prioritize and take care of details
  • You are eager to learn and you want to immerse yourself in a very, very fast growing startup
  • You have strong management skills, with the ability to make your team grow and focus on their individual expertise

Recruitment Process

  • Phone interview with Lou, our Recruiter
  • 2 hours Excel test (remote)
  • 1 hour interview with Léonie, our current Customer Care Operations Manager and Marion, our Head of Customer Care
  • 30-minute interview with Nicolas, our Director of Quality
  • 30-minute interview with Raoul, our COO and Thibaud, our CEO

Additional Information

  • Contract Type: Full-Time
  • Start Date: 03 August 2020
  • Location: Bordeaux, France ()
  • Education Level: Master's Degree
  • Experience: > 5 years