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QUALITY, CUSTOMER CARE & SERVICES

Customer Experience Project Manager (Buyback)

  • 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 434M€ 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, Berlin and Tokyo). 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.

BUYBACK, WHAT IS THIS ?

At Back Market, customers can also sell their old devices, this is what we call “Buyback”. This activity is highly strategic as it enables us to build our supply for the years to come. There are millions of devices staying in everyone's drawers and our objectiveis to bring back those products on the market & increase the share of refurbished devices to reduce the need to produce new products !

THE JOB

You will be in charge of scaling a high performance team of customer delight experts and will work towards improving our Buyback customers experience.

You will initiate and maintain quality initiatives to enable our contact centers to deliver an extraordinary Customer support experience.

Working closely with leadership, you will use your strong Project Management skills to initiate, drive and successfully deliver on key strategic quality projects based on proven CX methodologies and frameworks. 

Your responsibilities will also include managing and scaling your team (2-4 people), and support their training and development.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Represent the Voice of The Customer on the Buyback Experience: you are here to fight for them and make sure their experience is top notch!
  • Be the single point of contact for Buyback Customer Care-related projects and decisions
  • Collect data & understand business challenges
  • Use your analytical skill to understand pain points and implement solutions
  • Deep-dive qualitatively on Buyback customer experiences (reading through SAVs, semantic analysis, agent / customer interviews…)
  • Identify strategic projects with key expected impact on our KPIs
  • Launch Proof Of Concept (POC) and make it scalable
  • Build and manage a team of 2-4 Customer delight fanatics
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have around 5 years of experience in a similar role & 2 in project management (preferably in a contact center or scale up envrionment)
  • You are passionate about Customer Experience
  • You are a leader with a vision & able to drive team and cross-team engagement
  • You can act independently and own project strategy, scope, and direction
  • You are solution-focused and able to support multiple projects with varying complexities and priorities
  • You have strong analytical & Data mining skills
  • You have a can-do attitude & do not mind getting your hands dirty
  • You have excellent communication skills in English, able to inspire all type of audience
  • RECRUITMENT PROCESS: 📅

  • Phone call with Caroline, our Talent Acquisition Specialist
  • Case Study to complete at home
  • Interview with Sebastien, our Head of Customer Experience
  • Interview with Philippine, our Head of delivery and Buyback
  • Interview with Youenn, our Director of Customer Delight and Operations
  • Interview with Raoul, our COO
  • Interview with Thibaud our CEO and co-founder
  • #LI-CP1

    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