Senior Logistics Performance Manager (Mandarin speaker)

Back Market; Bordeaux; Hybride; EUR 50 000 - 70 000; Plein temps

Résumé du poste

Back Market is seeking a Senior Logistics Performance Manager to lead delivery performance across their platform in a mission-driven work environment. The ideal candidate will possess a Master’s degree, strong analytical skills, and fluency in Mandarin and English, helping to optimize logistics processes while ensuring an exceptional customer experience.

Prestations

Hybrid work model

Employee Resource Groups

Mentorship programs

Qualifications

• 5-7 years of experience in Operations, Logistics, or Customer Care.
• Experience in top-tier customer service organizations.
• Experience in a startup environment is preferable.

Responsabilités

• Oversee logistics flows and ensure timely deliveries.
• Manage the delivery performance of our partner seller pool.
• Develop processes to enhance customer satisfaction regarding deliveries.

Connaissances

Analytical skills

Data-driven mindset

Stakeholder management

Fluency in Mandarin

Fluency in English

Process management

Formation

Master's degree or equivalent

Outils

Excel

SQL

Description du poste

Hi, we’re Back Market.

We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, with every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineers, every individual at Back Market helps reduce the planet's burden — and benefits consumers. Our mission is simple: to do more with what we already have.

Are you ready to join us?

The Logistics and Customer Care Department’s mission is to ensure our customers have the best user experience and no longer feel the need to buy new. This means delivering a customer experience that matches or surpasses that of buying brand new products at every step. A key aspect of this mission is mastering our delivery performance. The Senior Logistics Performance Manager will oversee all logistics flows and ensure they consistently meet our standards.

The primary objectives of the role are to ensure timely deliveries across the platform with a seamless customer experience. This involves collaborating with our sellers and carriers to set appropriate expectations and mechanisms for smooth performance. To achieve these goals, you will work with multiple internal teams such as product development, quality, and commercial departments.

YOUR MISSION, IF YOU ACCEPT IT:

• Own Back Market’s delivery performance
• Follow-up, report, and analyze delivery performance
• Lead efforts to improve our delivery performance globally
• Manage the delivery performance of our partner seller pool by creating effective processes, incentives, and mechanisms
• Oversee and enhance the performance of our carrier network
• Lead our fulfillment partner network in Europe
• Collaborate closely with our Asian-based seller pool to optimize last mile delivery in the EU

• Own the delivery contact rate plan
• Develop yearly plans to reduce customer contacts
• Set quarterly targets
• Coordinate with the product team to incorporate improvements into their roadmap
• Assess impacts on budget

• Handle the delivery agents process
• Develop and implement new processes to improve customer satisfaction regarding deliveries
• Create an environment where customers proactively receive all necessary delivery information

YOU ARE AT THE RIGHT PLACE IF:

• You have a Master’s degree or equivalent
• You have at least 5-7 years of experience in Operations, Logistics, or Customer Care and Process Management
• You are fluent or native in Mandarin and fluent in English
• You possess strong analytical skills (Excel expert level), bonus: proficiency in SQL
• You are highly data-driven, capable of defining KPIs and focusing on high-impact projects
• You have experience in top-tier customer service organizations or relevant consulting and process management roles
• You have preferably worked in a startup environment experiencing hyper-growth
• You are solution-oriented, results-focused, and adopt a lean approach
• You possess excellent stakeholder management skills, both internally and externally

WHY SHOULD YOU JOIN US?

At Back Market, we’re committed to building diverse teams from all backgrounds, experiences, and perspectives — one of the reasons we’re a high-scoring certified B Corp (93.2).

Regardless of your role or seniority, you’ll work on impact-driven projects with hands-on career development in an innovative, fast-paced environment — with benefits like:

- A mission-driven work environment where your daily efforts impact the planet. Seriously.

- Hybrid work model, with 2 remote days weekly and 1 remote week quarterly, plus 3 flexible days.

- Employee Resource Groups, mentorship programs, accessibility policies, and cultural competency training.

At Back Market, we embed diversity, equity, and inclusion into our core values — from dedicated staff to employee resource groups and company principles.

We encourage you to apply even if you don’t meet all qualifications. If you need accommodations during the interview process, please discuss this with our Talent Acquisition Team.