Merchant Governance & Experience Expert

JD.COM; Les Ulis; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A leading E-commerce company in France is looking for a Program Manager to oversee high-impact business initiatives aimed at improving customer experience. You will lead a team, manage multiple projects, and ensure data-driven performance monitoring. Ideal candidates will have a degree in a related field and skills in program management and data analysis. This position offers an opportunity to influence strategic initiatives and drive organizational impact.

Qualifications

• Previous experience in program or project management, preferably in E-commerce.
• Ability to manage multiple projects and prioritize tasks in a fast-paced environment.
• Strong skills in data analysis to inform program strategies.

Responsabilités

• Develop merchant lifecycle growth strategies for retention and loyalty.
• Lead a team, set priorities, and ensure alignment with business objectives.
• Oversee strategic initiatives and track business metrics.

Connaissances

Program management

Project management

Data analysis

Communication

Problem-solving

Formation

Bachelor's degree in Business, Economics, or Data Analytics

Outils

Tableau

Power BI

Description du poste

Role Overview

As a Program Manager in the Governance & Experience team (GNE), you will lead the coordination and execution of high-impact business initiatives aimed at improving customer experience and driving key performance metrics. In this role, you will report to the head of e-commerce compliance and work closely with cross‑functional teams (fulfilment & logistics, BD, moderation, Legal) to ensure policies align with our business goals, regulatory requirements, and user expectations. You will play a key role to ensure that e-commerce compliance programs are executed with a high level of quality and drive continuous improvement. This role requires a strong blend of strategic thinking, operational excellence, and stakeholder management to ensure the successful delivery of programs that shape the long‑term vision of Joybuy’s marketplace.

Responsibilities

1 Strategy & System Design

• Develop end‑to‑end merchant lifecycle growth strategies, starting from onboarding and extending through retention and loyalty.
• Build scalable frameworks for merchant tiering, incentives, and education to achieve balanced growth and sustainable ROI.
• Design replicable growth models and evaluation mechanisms to support multi‑market expansion and operational scalability.

2 Team Leadership & Cross‑Functional Collaboration

• Lead and manage a functional team of 3–8 members, setting clear priorities, defining OKRs, and driving execution excellence.
• Conduct regular progress tracking, retrospectives, and performance reviews to ensure alignment with business objectives.
• Partner cross‑functionally with BI, Product, Strategy, Legal, Finance, and international operations teams to translate strategy into execution.

3 Project Execution & Performance Monitoring

• Oversee the implementation of strategic initiatives and ensure data‑driven tracking of key business metrics, including merchant retention, activity, and incentive ROI.
• Establish project review and optimization mechanisms to ensure continuous improvement and long‑term effectiveness.
• Deliver high‑quality BRDs, SOPs, and metric frameworks that guarantee operational consistency and accountability.

4 Leadership & Organizational Impact

• Coach and empower team members to strengthen business insight, analytical thinking, and problem‑solving capabilities.
• Drive process standardization and alignment across regions and cross‑functional teams to ensure global consistency.
• Act as the functional leader and key representative in cross‑domain strategic initiatives, influencing organizational direction and decision‑making.

Qualifications

• Minimum Qualifications
  • Previous experience in program management, project management, or related roles, preferably within E‑commerce or technology‑driven industries.
  • Demonstrated ability to manage multiple projects simultaneously and prioritize tasks in a fast‑paced environment.
  • Strong skills in data analysis and interpretation, with the ability to use insights to inform program strategy and execution.
  • Excellent communication skills, with the ability to effectively present ideas and influence stakeholders at all levels.
  • Proactive approach to identifying and solving complex problems, ensuring smooth program delivery.
• Preferred Qualifications
  • Bachelor's degree in Business, Economics, Data Analytics, or a related field.
  • Familiarity with customer experience principles and metrics (e.g., NPS, retention rates).
  • Experience working with data visualization tools (e.g., Tableau, Power BI).
  • PMP or other relevant project management certifications.