Already live in 9 European countries and in the US, with meteoritic growth since its founding in 2014 (run rate of several hundreds of millions of GMV), Back Market is expanding to Asia to build the leading global marketplace for refurbished electronics and appliances - starting with Japan and South Korea in 2021.
As GM Asian Operations, reporting to the Director of Asian Development and part of the Operations team, you will be responsible of the Asian Supply & Quality performances for the Asian D2C marketplaces - working hand-to-hand with Asian GMs (GM Japan and GM South Korea), core Supply & Quality teams and Product team in France to design strategies to achieve the Supply & Quality targets.
At Back Market, the Supply team is responsible for the product selection, inventory & pricing, managing teams of Sales & Sales Ops while the Quality team is in charge of managing the overall quality of our sellers and delivering the best after sales customer experience possible.
YOUR MISSION IF YOU ACCEPT IT:Build and manage from Hong Kong the Asian Customer Experience organisation, whose mission is to reduce our customer contacts & increase customer satisfaction;Set up our customer satisfaction policy, customer care processes and performance dashboards in each Asian market, after a thorough audit of the EU/US best practices, and a benchmark of the Asian best practises;Monitor the Customer Satisfaction performance, identify key improvements & blocking points for target completion, design solution hand-in-hand with other Business and Product teams and monitor their implementation and adoption;Manage and grow a portfolio of existing Asian sellers, and own Sales KPIs throughout the seller journey : seller acquisition rate, seller onboarding time, seller churn, ...Analyse the Supply performance (selection, inventory, pricing) in each Asian countries and define action plans to keep up with our 3-digit growth plan on every country and every category;Turn every merchant pain points into tech, and non-tech, projects to always improve our sellers experience;Implement solutions to bring more Asian Supply into the EU & US markets to support their growth: logistics, quality control, ...
YOU ARE AT THE RIGHT PLACE IF:You have a minimum 8-years’ experience, including at least 5 years in the e-commerce industry with strong achievements at leading expansion projects;You have held a senior position in operations - including sales, ideally on a marketplace business model;You have a past experience in strategy and you have a very strong analytical profile;You have a strong educational background from a top business school, engineering school or university;You have a strong understanding of the refurbished electronics business environment, and what’s needed to lead Back Market to success in Asia;You have excellent business sense & negotiations skills - you can support the Sales team during negotiation;Communication skills, and ability to create team dynamics with people you don’t have any hierarchical link with.
RECRUITMENT PROCESSElisa, our Talent Acquisition ManagerAlexis, Asian Development DirectorJinyu, Senior Lead Asian Supply and/or Xiaolin, Operations ManagerLauren, Director of Mana and/or Nicolas, Director of QualityRaoul, COOThibaud, CEO
Backmarket is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.