Head of Client Operations

La French Tech Taiwan; Paris; Hybride; EUR 80 000 - 120 000; Plein temps

Résumé du poste

A leading freelancing marketplace is seeking a Head of Client Operations to oversee team development, enhance product collaboration, and improve operational efficiency. The ideal candidate will have 10-15 years of experience in customer operations and a strong leadership background in multicultural environments. This role offers stock options, healthcare, hybrid work, and generous benefits, fostering a diverse workplace.

Prestations

Stock options

Lunch vouchers (€9/day)

50% transport reimbursement

Healthcare insurance

8-12 days RTT

Gym membership participation

One month sabbatical every three years

Free business-related books

Yearly team building events

Qualifications

• 10-15 years of experience in marketplace or customer operations.
• 5+ years of leadership experience managing multicultural teams.

Responsabilités

• Manage and develop the ClientOps team effectively.
• Lead product and tech collaboration initiatives.
• Ensure the efficiency of the entire O2C process.
• Support daily cash collection activities.

Connaissances

Marketplace experience

Leadership of large teams

Deep understanding of O2C cycle

Sales process knowledge

Analytical skills

Effective communication

Adaptability in dynamic environments

Formation

Bachelor’s in Finance or related field

MBA or CTP certification

Description du poste

Head of Client Operations

Malt is Europe’s leading freelancing marketplace, connecting over 850,000 freelancers to more than 90,000 clients worldwide. We’re a tech company with a human approach, driven by a diverse team of 600 Malters across six European countries and backed by top investors such as ISAI, Serena Capital, Eurazeo Growth, and Goldman Sachs.

Key Responsibilities

• Team Leadership & Development – Manage and grow the ClientOps team, overseeing hiring, fostering professional development, and providing inspirational leadership.
• Product & Tech Collaboration – Represent ClientOps in stakeholder meetings with Product & Tech, driving product improvements and ensuring team expertise is integrated into all Order‑to‑Cash (O2C) systems.
• Cross‑Functional Coordination – Collaborate with Sales, Customer Care, Financing, and Accounting to streamline processes, resolve exceptions, and enhance the overall customer journey.
• O2C Process Ownership & Improvement – Own the entire O2C cycle, continuously seeking and implementing improvements from initial client setup through to final cash collection and bad debt recovery.
• Hands‑on Cash Collection Support – Actively support daily collection activities while identifying and implementing process optimisations to improve efficiency and results.

Qualifications & Skills

• Experience – 10‑15 years in a marketplace, customer operations, or cash collection role.
• Leadership – 5+ years leading large (15+), multicultural teams.
• Education – Bachelor’s in Finance or related field; MBA or CTP certification is a plus.
• Technical Skills – Deep understanding of the O2C cycle, marketplace environments, and PSPs.
• Sales Acumen – Strong knowledge of complex sales processes for large international accounts.
• Communication – Ability to inspire teams and articulate complex financial concepts clearly.
• Analytical Skills – Exceptional problem‑solving abilities with a strong eye for detail.
• Adaptability – Thrives in a fast‑paced, dynamic environment managing multiple priorities.

Benefits

• Onboarding: First week learning about our culture, products, and services in Paris.
• Equity: Stock options for all Malters.
• Lunch vouchers (legal benefit): €9/day on Swile card.
• Transportation (legal benefit): 50% reimbursement for any transport.
• Healthcare insurance (legal benefit).
• RTT: 8‑12 days off per year.
• Sports: Company participation to a Gymlib membership.
• Malt sabbatical: One month fully paid sabbatical every three years.
• Free books: Receive books of your choice relevant to Malt’s business without approval processes.
• Remote work: Hybrid policy balancing on‑site and home office.
• Team building events organized every year.

Application Process

• First call with Mariana Susman, Talent Acquisition Manager (30‑45 min).
• Track‑record interview with Interim CFO Benoît Charpentier.
• Business case presentation to assess skills and presentation abilities.
• Final interview to discuss Malt’s long‑term vision.

At Malt, we are committed to fostering an inclusive and diverse workplace. We recruit based on skills, experience, and potential, without any form of discrimination related to age, gender, sexual orientation, ethnicity, religion, or disability.