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QUALITY, CUSTOMER CARE & SERVICES

UK Customer Experience Lead

  • Contract Type: Full-Time
  • Location: London, United Kingdom (SW1A 2)

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.

Freeing the planet from electronic waste, leading the shift towards a circular economy, and building a billion-dollar tech company are three solid reasons to wake up in the morning.

Founded seven years ago in Paris and launched in the UK in 2020, Back Market is the world's first online marketplace dedicated exclusively to second-hand electronic devices. We connect certified professionals specialising in the refurbishing and resale of used electronics with consumers looking for a more affordable, reliable, and environmentally-friendly alternative to buying new.

The Quality and Customer Care Department’s mission is to make sure our customers have the best user experience and that they have no more reasons to buy new. This means the customer experience must match (or beat!) buying brand new products at every step from easily finding and buying the product, having it delivered promptly and on time, being satisfied with the product quality, and finally providing smooth after sale service, if necessary.

A key part of this mission is to help our UK customers have a smooth journey with Back Market, enabling them to resolve most of their requests with a few clicks.

YOUR MISSION (IF YOU ACCEPT IT): 🥇

  • You are accountable for UK Customer Care KPIs, contact rate, customer satisfaction and agents efficiency, you identify key projects to improve those KPIs and run those through completion with your team
  • You identify and prioritise projects that will have strong impact on the customer experience journey
  • Drive your projects from data driven business case and internal buy-in through completion collaborating with many internal teams
  • YOU'LL BE RESPONSABLE OF: ✒

  • Gather Customer Care feedback to make sure we keep capturing the Customer Voice and address projects in the right priority order
  • Find smart and efficient ways to report blockers to the Customer Care team allowing them to quickly find solutions.
  • Convert complex and deep dive analysis that you will lead into concrete and short-term oriented actions with strong impact
  • Find the right balance between short term quick wins and long term key foundation projects
  • Tools: select, implement and run specific tools for UK (chat, phone, chatbot...)
  • Analysis / Action plan: analyse performance and drive specific action plans for UK market
  • Macros / templates: adjust all "draft response" to the English market (not just translation but making sure we change our response and processes to provide the right response at the right time)
  • Benchmark: benchmark competition and look for UK best practices
  • Charter: adjust the English charter / Customer CGV
  • YOU ARE IN THE RIGHT PLACE IF: ⭐

  • You have 6+ years of experience with a proven track record of operational project management, driving high impact projects to completion (identifying / prioritizing / scoping / driving projects)
  • You have experience in best-in-class customer service organisations
  • You have a strong knowledge of the e-commerce industry and have high customer experience expectations
  • You have preferably worked in a startup hyper growth environment
  • You are solution oriented, focused on quick results and lean approach
  • You're a data driven person, you know how to define KPIs and track them to make sure you focus on the projects with highest impacts
  • You’re a fantastic team player, thriving in an international environment
  • Also, you have:

  • Project Management skills
  • Strong analytics skills
  • Excellent verbal and written communication, track record of successful presentation to Senior Leadership, leading to high impact
  • Outstanding influencing skill: track record of working successfully with multiple functions and to align diverse teams on a common goal.
  • RECRUITMENT PROCESS: 📅

  • Phone call
  • Technical test with Sebastien, our Head of Customer Experience
  • Interview with Katy, our General Manger in UK
  • Interview with Youenn with our Director Customer Delight & Operations
  • Interview with Raoul, our Chief Operation Officer
  • 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: London, United Kingdom (SW1A 2)
    • Experience: > 5 years