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QUALITY, CUSTOMER CARE & SERVICES

Senior Business Analyst H/F

  • Contract Type: Full-Time
  • Location: Bordeaux, France ()

About

Founded in November 2014, Back Market is the very first marketplace specialized in refurbished electric and electronic devices. We connect certified professionals who work hard to ensure all electric and electronic devices get a second life with consumers looking for equipment that makes a difference. 

Job Description

The Quality Department at Back Market, located in Bordeaux, is in charge of managing relationships on a quality level with merchants based worldwide and of delivering the best customer experience possible. 

As Senior Care Performance Analyst you'll support the Customer Care Performance team to deliver outstanding performance through the effective use of data and business intelligence.

YOUR MISSION (if you accept it):

Your missions fall into 3 areas:

Forecasts and sizing:

  • optimize the forecasting model to staff our Customer Care according to volume forecasts (coming from Marketing) and adjust quickly to answer to peaks needs and new activities

Budget:

  • follow the budget linked to the forecasts
  • alert on any overspending and explain where the fluctuations come from

KPIs

  • follow and deep dive into KPIs to understand and explain fluctuations (customer satisfaction, level of service, reiteration etc)
  • liaise with Care Perf team to understand and explain budget and KPIs fluctuations
  • improve KPIs results by launching projects & process improvements - you will work closely with the Project and the Process teams
  • improve and/or create dashboards to better follow the KPIs - you will work closely with the Quality Analysts team and the Business Intelligence team

Preferred Experience

YOU'RE AT THE RIGHT PLACE IF:

  • You have 3 years of experience in a similar position and sector
  • You have a Bac +5 degree, Engineering or Business School
  • You are familiar with Excel/Google Sheet **to manipulate data - English** is a no brainer for you - you will have to work with English speakers and will be surrounded by French speakers
  • You are committed to helping our customer care teams better perform to make our customers and refurbishers happy
  • You know how to prioritize and take care of details
  • You are eager to learn and you want to immerse yourself in a very, very fast growing startup
  • You are a fantastic team player, with who it is cool to work**

Recruitment Process

  • Phone interview with Lou, our Recruiter 
  • 2 hours Excel test (remote)
  • 1 hour interview with Léonie, our Customer Care Operations Manager
  • 30-minute interview with Marion, our Customer Care Performance Manager
  • 30-minute interview with Raoul, our COO and Thibaud, CEO

Additional Information

  • Contract Type: Full-Time
  • Start Date: 20 July 2020
  • Location: Bordeaux, France ()
  • Education Level: Master's Degree
  • Experience: > 3 years