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MARKETING

Director of Engagement

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

About

Founded in November 2014, Back Market is the number one European (and soon global) marketplace specializing in the sale of fully refurbished tech devices.

Their concept is simple but radical. By helping their customers discover and purchase the highest quality refurbished electronics they are creating an alternative to the mainstream behavior of always purchasing new products. Prolonging the lives of these devices has a significant global impact. E-Waste accounts for 70% of all our toxic waste! By prolonging the lives of kitchen appliances, computers, mobile devices and more, they have already saved 3,766 tonnes of e.waste since 2014 💪

Job Description

Reporting to Guillaume our CMO, this role will be responsible for ensuring that the current engagement strategy is in line with Back Markets' business goals and roadmap.

YOUR MISSION (IF YOU ACCEPT IT) :🥇
Overall

  • Develop and execute the engagement strategy for Back Market, ensuring it aligns with our business goals, voice, and individual brand guidelines to maximize prospect/customer engagement
  • Identify cross-promotional opportunities within Back Market and work collaboratively with internal and external stakeholders to implement, identify and activate promotional partnerships with external partners, talent and events.
  • Maximize customer retention and loyalty
  • Turn BM APP into best in class medium
  • Work closely with the Tracking & Analytics team to understand and optimize performance

CRM

  • You will manage a team of 5 people in charge of our global CRM strategy.
  • You will ensure our CRM campaigns are optimized in all the countries we are in and ensure we are the right strategy to monitor customer experience across channels to engage with our user base (email, web push notifications, mobile notifications)
  • You will build and iterate on customer lifecycle communications
  • You will enhance segmentation and manage database health to ensure deliverability and IP reputation are at targeted levels and make sure any actions for improvement are completed
  • You will review and learn from database growth activity to analyse results in order to constantly learn, test and improve
  • You will continuously benchmark market competitors to define customer behaviour and industry best practice
  • You will update and distribute weekly status reports and daily sheets, input project data

*E-Merchandising *

  • You will manage a team of 6 people in charge of our merchandising: in charge of administering the website, ensuring the product offer is commercially strong
  • Increase sale's share of the product recommendation algorithm on the total revenue & increase the sales share of our diversification categories (excluding smartphones) in collaboration with the Account Management Team
  • Optimize the Landing Pages conversion rate through product positioning and filter management
  • Follow up on weekly selling and web analysis and take appropriate actions to optimize the customer
  • Commercial Animation: Making sure we have the best planning, best promotional and brand campaigns and making sure the brand promotional calendar and on-site content update are the most efficient.
  • Follow-up of price competitiveness and development of scalable mechanics that will feature the best-priced offers on the site

Catalogue:

  • One of Back Market key differentiators is the UX we provide to the customers. It comes with light and nice design, clear explanation of what a refurbished product is and a well structured catalog.
  • Make sure that products’ time to market is real time and that product attributes are state of the art
  • Optimize the catalogue structure to sustain the offer’s growth

Preferred Experience

YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 7-10 years of specific and/or combined experience in strategy/marketing, email/newsletter strategy and execution, and overall audience engagement.
  • Experience building audience engagement, ideally on a global or European scope and/or driving direct-to-consumer subscription-based brands.
  • Deep knowledge of social platforms and email marketing best practices and an endless passion for innovation and experimentation in the social space.
  • Expert knowledge on mobile applications strategy.
  • Adept at interpreting data and shaping it into actionable strategies and recommendations
  • Strong project management skills
  • Experience and ability to manage direct report(s) and partner with non-direct reports to execute successfully.
  • Customer-first mindset, with the ability to identify and understand audiences, how to reach them for maximum engagement.

Recruitment Process

  • 45 minutes call with Elisa, our Talent Acquisition Manager
  • 1 hour meeting with Guillaume our CMO
  • Meeting with Steven, our Lead CRM Manager, and Victor, our Head of e-Merchandising & Catalog
  • Meeting with Thomas, our VP Marketing
  • Meeting with Vianney our CCO
  • Meeting with Thibaud our CEO

Additional Information

  • Contract Type: Full-Time
  • Start Date: 13 June 2021
  • Location: Ile De France, France (75019)
  • Education Level: Master's Degree
  • Experience: > 10 years