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Junior Quality Project Manager - Internship

  • Contract Type: Internship
  • 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 335M€ 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 and Berlin). 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.

In order to increase our customers’ loyalty and standardize their after sales experience across countries, Back Market has developed a service to deliver after sales support on behalf of our sellers, so that sellers can focus on what they do the best: refurbishing electronic devices.  This after-sales service, called “the BackCare”, has two main objectives:

(1) help our sellers expand internationally and grow their business outside of their domestic market 

(2) deliver an outstanding after sales customer experience aligned with Back Market’s quality standards. 

In 2022, BackCare is going to double. We have an ambitious but realistic acceleration plan so we want to grow the team to make it ready to tackle this challenge.

You will be reporting to the BackCare Service Manager, the Quality project manager will play a central role to support the team deliver on its objectives by mastering what is driving up and down the quality of the service, yeah it means a lot of data to analyse to provide actionable insights to the team and the company

YOUR MISSION (IF YOU ACCEPT IT): 🏅

  • Own the quality performance indicators for the service (such as Seller and Customer Satisfaction, Refund rate, Wrong refund rate, Remote solution usage, Agent’s communication, Agent’s technical skills etc etc ), this means:
  • Define the most relevant indicators to monitor over time 

    Ensure each KPI can be properly monitored and added into Tableau 

    Get alignment on the target to reach with each KPI owner

    Follow up progress over time 

    Proactively understand what is driving each KPI up or down

  • Project Management
  • From the data collected as well as qualitative input from internal and external stakeholders, initiate actions that will have a sustainable impact on the quality of the service both from customer and seller’s side. 

    Be the project manager and become accountable for the success of those initiatives even though most of them are driven by other stakeholders = this means as project manager you must coordinate, influence and get things done by others, not an easy task but I am here to support you ;) 

    Report progress and show impact of your actions on KPI

  • Seller Retention Plan 
  • Compile all the post-mortems information we have from sellers 

    Identify pain points and list the root causes 

    Create an action plan to solve those problems - Task management, Time management, Stakeholder management: communication and leadership

  • Follow up the churn indicator to drive it down to zero !
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • English is no brainer for you, and you speak a second (or more) language, such as Chinese, German, Spanish, Italian, French ..
  • You have a first hand commercial experience 
  • You have a strong appetite to delight customers and create win-win solutions with people. 
  • You are well organized and structured with a proactive mindset, you like to identify problems and solve them. 
  • You have good knowledge of project management (planning, risk management, time management, etc)
  • You show strong analytical skills and you are familiar with Excel to manipulate data (knowledge of SQL and Snowflake is a plus) and with PowerPoint to present data and concepts. 
  • You have a strong interest in the e-commerce sector, ideally you have some experience as well
  • #LI-GL

    WHY SHOULD YOU JOIN US ? ✌🏼 

    Back Market can offer you the opportunity to gain invaluable experience in a scale up environment where everyday you can make a difference. 

    With endless learning and growth opportunities, at the end of your internship you will be autonomous and ready to launch your career. 

    We pride ourselves on having a supportive and open environment to help nurture and develop the skills needed for personal growth. 

    Be prepared to have a lot of fun, we are an international, 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: Internship
    • Location: Bordeaux, France ()