Customer Experience Senior Project Manager

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


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.

Working closely with leadership, you will be responsible to initiate and maintain quality initiatives to enable our contact centers to deliver an extraordinary customer experience.

You will be responsible to initiate, drive and successfully deliver on key strategic quality projects, based on proven CX methodologies and frameworks.

Nurturing partnerships with leaders, peers and internal stakeholders, you will drive progress and implement your strategy.

You will revamp and establish our quality standards, by driving innovative solutions and improve our current processes. As a people manager, you will scale your team (10 to 20 people) and support their training and development.


  • Use your analytical skills to define and implement strategic projects
  • Design roadmap, oversee operational coordination, lead planning with stakeholders & set Key Performance Indicators for the team
  • Manage and scale a team of Customer Delight fanatics
  • Collect Data & understand the challenges of the Customer Experience team
  • Conduct workshops to build and implement solutions
  • Launch Proof Of Concept (POC) and make it scalable
  • Be one of the points of contact for Customer Care-related projects and decisions
  • Be an ambassador of one of our values “Minimum resources, maximum impact”

  • You have around 10 years of experience in a similar role & 3 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

  • Phone call with Caroline, our Talent Acquisition Specialist
  • Case Study to complete at home
  • Interview with Sebastien, our Head of Customer Experience
  • 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


    - 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 ()