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QUALITY, CUSTOMER CARE & SERVICES

Project Manager (Quality)

  • Contract Type: Full-Time
  • 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 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.

Back Market's mission is to change how customers feel about purchasing refurbished by ensuring that the quality of the device and customer experience is perfect.

To deliver on this mission, you will be working in our Quality Team.

You will have to ensure that our 1300+ EU sellers deliver a best-in-class customer experience and high quality devices (smartphones, tablets, MacBooks, Laptops, gaming consoles, etc...).

You will be working with the Supply Team to monitor and improve our quality KPIs (defective rates, customer satisfaction, on time delivery...), working hand-in-hand with Account Managers to build relevant action plans for our sellers and executing quality related projects. 

At the junction between our Supply team and our Customer Experience team, you will have to constantly balance both our customers and sellers' needs. You will work with the Quality Control Center, Quality Operation Manager, Innovation Lab, Services and Logistics Team to deploy the tools and levers required to bring seller’s Quality to the next level.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • Monitor our sellers quality KPIs and build ad hoc analysis.
  • Understand the specific quality challenges of each category of products and each segment of EU sellers.
  • Build concrete action plans to improve our quality KPIs, and customer experience.
  • Work with account managers to educate merchants on quality topics throughout their lifecycle on Back Market.
  • Visit sellers warehouses, and follow up their quality improvement action plan.
  • Scale and automate our current tools and processes, and share best practices to all internal stakeholders.
  • Find the right balance between short term quick wins and long term quality projects
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 3 to 5 years of experience with a proven track record of project management, driving high impact projects to completion. 
  • You have a strong knowledge of the e-commerce industry and have high customer experience expectations.
  • An experience in a sales position is a plus
  • You can easily work with internal and external stakeholders 
  • You're a data-driven person, you know how to define KPIs and track them to make sure you focus on the projects with the highest impacts
  • Familiarity with Salesforce, Tableau and SQL are a plus
  • You have preferably worked in a startup hyper-growth environment
  • You are proactive, organized rigorous and have a high capacity to federate and work with transversal teams
  • You are solution-oriented, focused on quick results and lean approach
  • You’re a fantastic team player, thriving in an international environment
  • You have excellent verbal and written communication skills in English
  • RECRUITMENT PROCESS: 📅

  • Phone interview with Lucie, recruiter
  • Case Study
  • Interview with Océane, our Senior Lead Supply Quality 
  • Interview with Youenn, our Director Customer Delight & Operations
  • Interview with Raoul, our COO
  • Interview with Thibaud, our 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: Full-Time
    • Location: Bordeaux, France ()
    • Experience: > 3 years