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QUALITY, CUSTOMER CARE & SERVICES

Director Voice of the Customers

  • Contract Type: Other
  • Location: Berlin, Germany (10117)

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 884M€ already! We have the objective of reaching 1000 Back Makers (or Saboteurs) by the end of 2022! 

We are thrilled to have an inclusive, fulfilling and caring work environment in all our offices (Paris, Bordeaux, Barcelona, Berlin, London, Prague, New-York 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.

The Voice of the Customers Director leads multiple Voice of the Customer teams (VoC), responsible for the quality of our customer experience from end-to-end. 

The director will manage different profiles:

- Process Managers : responsible for turning customer pain points into robust after sales processes or into product requirements

- Agent Training and Quality Monitoring Manager : responsible to create and update the content to train our 300+ after sales agents and monitor their performance

- Escalation Manager : responsible to answer to the most complicated, or urgent, customer claims following the “eat your own dog food” principle 

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Turn customer pain points into impactful roadmaps with a strong ROI-driven approach
  • Map out key projects to tackle customer pain points, merge them into a single roadmap of global initiatives, follow up the impact on customer satisfaction KPIs 
  • Find the right balance between quick wins and long term projects. 
  • Use data-driven insights to best identify and prioritize projects that will have a strong impact on the customer experience journey
  • Manage Local vs Global needs to improve the customer experience  
  • Consolidate specific requirements coming from our core countries and build the right approach to deliver them by leveraging global teams 
  • Find the right balance between delivering the country specific requirement as fast as possible without duplicating effort and resources
  • Strategic thinking and foresight
  • Build a clear and engaging vision on what it takes to deliver true “Customer Delight”
  • Connect vision to a pragmatic project roadmap enabling us to improve our KPIs
  • Collaborate hand in hand with several transversal teams to reach your goals
  • Work in strong collaboration with our Product and Tech teams on every improvement requiring Tech (roadmap alignment and prioritization, shared research phase, etc.) 
  • Work hand in hand with the Global Customer Support team, owning the relationship with our Business Process Outsourcing agencies (4 BPOs, 6 sites, 300+ agents)
  • Work closely with the Global Buyback & Delivery teams 
  • Collaborate with our General Country Managers on local specificities
  • Embody customer delight and diffuse customer centric approach across the company: share insights coming from the VoC across the company and make sure customer pains and challenges are well known, up to Top Management Level
  • Manage, lead and scale a team of 20+ project managers, quality and training managers, internal agents
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 10+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects)
  • You have 5+ years of experience in an e-commerce company delivering strategic customer Experience improvements and have high customer experience expectations
  • You are solution-oriented, focused on quick results, and lean approach
  • You engage easily at Top Management level, proactively advocating your visions, along with your data-driven roadmap to take our customer support to the next level 
  • You are an inspiring leader, outgoing and enthusiastic, thriving in an international environment
  • You have experience in hiring, managing teams and help people grow, encouraging problem-solving, strategic thinking and customer-orientation amongst the team
  • You have rock solid Problem-solving and analytical skills with a data-driven mindset:
  • RECRUITMENT PROCESS: 📅

  • Recruiter Screen with Lucie, our Talent Acquisition Partner
  • Interview with Sebastien, our Head of Customer Delight
  • Interview with a Country General Manager (GM Germany, UK or SP)
  • Interview with Youenn, our Director of Customer Delight
  • Interview with Raoul, our COO
  • Interview with Thibaud one of our founder and CEO
  • 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: Other
    • Location: Berlin, Germany (10117)