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Quality

Senior Process Manager H/F

  • Type de contrat : CDI
  • Lieu : Bordeaux, France ()

À propos

Back Market is now generating over 500M€ in yearly sales and is growing 150% YoY.
Having raised over 50 M€ and with a profitable business model, we are well positioned to
continue on our hyper-growth trajectory!
The Quality Department at Back Market located in Bordeaux is in charge of managing
relationship with merchants worldwide on a quality level (+1000 merchants to date) and of delivering the best customer experience possible.
As “Lead Merchant Quality and Support”, you will occupy a key position to monitor and
improve the overall quality of our merchants. To deliver this mission, you will build scalable processes and tools to enable our merchants deliver the best customer experience.

Descriptif du poste

YOUR MISSION (IF YOU ACCEPT IT):

  • Define, build and set up all processes necessary to make sure merchants respect Back Market’s Quality Charter’s principles
  • Set up necessary KPIs to monitor merchant’s quality performance on key domains: delivery, customer care, refurbishment quality, etc.
  • Develop a detailed process plan with the Head of Seller Performance, drive those evolutions through our CRM tool (Salesforce) to automate tasks and make sure our teams focus on high value actions
  • Drive the change management of all process evolutions and coordinate teams impacted by new processes (Product, Legal, Quality Account Managers). Help team leaders giving them the monitoring tools to leverage their teams potentials
  • Work closely with our communication team to smooth interactions with our merchants
  • Help our merchants achieve greater quality of service by setting up a Merchant Support Center, leveraging Salesforce
  • Support our sales team in the definition and improvement of services that can help merchant reach better quality

Profil recherché

YOU ARE AT THE RIGHT PLACE IF:

  • You graduated from a top Engineering or Business School
  • You have a 5+ years experience as a consultant or as a project manager in a high- growth start-up
  • Salesforce Experience (end user or managed Salesforce Implementations) would be preferred
  • You show strong analytical and project management skills, you master change management thanks to strong communication skills
  • You are organized, structured and have a lot of drive with a can-do / will-do attitude
  • You thrive in a dynamic, challenging, fast-paced work environment.
  • English in a no brainer

Process de recrutement

Phone interview with Elisa, Talent Acquisition Manager
Technical Test
Interview with Virgile, Head of Seller Performance
Interview with Youenn, Head of Projects, Process and Innovation
Interview with Nicolas, Head of Quality
Interview with Raoul, COO and Thibaud, CEO

Informations complémentaires

  • Type de contrat : CDI
  • Date de début : 08 juin 2020
  • Lieu : Bordeaux, France ()
  • Niveau d'études : Bac +5 / Master
  • Expérience : > 7 ans