Senior Project Manager, Customer care (Short term contract - until dec 2025)

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

Résumé du poste

A leading refurbished technology marketplace in Bordeaux is seeking a Customer Care Process Manager. You will be responsible for defining and improving customer service processes, managing projects that enhance customer satisfaction, and working within a diverse and international team. The ideal candidate has 3-5 years of experience in process building or project management, excellent communication skills, and comfort with data reporting. This role offers a hybrid work environment with flexibility.

Prestations

Hybrid work environment

Impact-driven work

Comprehensive accessibility policies

Qualifications

• 3-5 years experience in building processes or managing projects.
• First experience in a Customer Care department is required.
• Experience in managing projects from start to finish.

Responsabilités

• Define and improve customer service processes.
• Identify pain points in customer experiences.
• Establish policies and procedures for customer service.

Connaissances

Fluent in English

Data reporting (SQL)

Verbal and written communication

Process design and implementation

Project management

Description du poste

About Back Market

Hi were Back Market.

Were here to help make tech reliable affordable and better than new. Were 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 engineer every individual at Back Market cuts the planet and consumers a break. Our mission is simple : to do more with what we already have.

Are you ready to join us

ABOUT THE ROLE

96% of consumers declare that Customer Service reliability is the main factor in the loyalty they give to a Brand. With Customer Care by Back Market (CCBM) we handle 100% of customer contacts to ensure all our customers have the best customer service experience they deserve and that they have no more reason to buy new.

In the meantime we designed CCBM to alleviate Sellers from after-sales workload thanks to a trusted low-touch and high-value service.

You will join a fast paced but friendly work environment and an international team working transversally. We are at the beginning of a major transformation (implementation of new CRM for agents delivery of multiple new features for customers) impacting 700 agents globally and millions of customers. We are planning on scaling our live chat channel and increasing the number of contacts solved via automation.

YOUR MISSION (IF YOU ACCEPT IT) :

• Responsible to define and improve customer service processes to foster customer & seller satisfaction
• Identify and size pain points encountered by our customers (e.g. return process order management process etc)
• Define and design new process / revamp existing ones balancing Customer Experience and Seller Experience while ensuring costs remain under control.
• Establish policies and procedures in coordination with content knowledge and training data legal and IT teams
• Maintain all customer service procedures and policies
• Define launch and manage POC to solve customer issues. Analyze results and provide recommendations to the Tech team.
• Improve Customer Care strategic KPIs by leading and deploying projects with strong impact on the aftersales customer care experience (e.g. AI chat bot)
• Define and monitor projects KPIs
• Contribute to build a mid / long term roadmap with impactful solutions
• Work with relevant stakeholders to identify and prioritize improvement projects
• Benchmark competition and look for best practices

YOU ARE IN THE RIGHT PLACE IF

• Youre perfectly fluent in english french is a plus
• You have 3-5 years experience in building processes / managing projects or a first experience in a consulting firm.
• You have a first experience in a Customer Care department
• You are comfortable with data & reportings : SQL is a big plus
• You have experience in managing projects from A-Z
• You have an excellent verbal and written communication level
• You have the ability to design and implement new processes and facilitate user adoption

WHY SHOULD YOU JOIN US

At Back Market were committed to hiring and supporting diverse teams of people from all backgrounds experiences and perspectives its one of the reasons were such a high-scoring certified B Corp company (93.2).

No matter your role and seniority level youll enjoy impact-driven work with hands-on career development in an innovative driven and fast-paced environment with benefits to match like :

• A mission driven work environment where your day to day makes an impact on the planet. Seriously.
• Hybrid work environment with 2 remote days a week and 1 remote work week per quarter plus 3 flex days.
• Employee Resource Groups including mentorship programs comprehensive accessibility policies and cultural competency training.

At Back Market we strive to create a workplace that embodies the world were trying to change. Weve embedded our diversity equity and inclusion principles into our DNA from dedicated staff to employee resource groups to our company values.

We know that the perfect background for a role doesnt mean the perfect fit we encourage you to apply for a role even if you think you may not have all the qualifications.

If reasonable accommodations are needed for the interview process please do not hesitate to discuss this with the Talent Acquisition Team.

Required Experience : Senior IC

Key Skills

• Bidding
• Business Solutions
• ABAP
• Business Operations
• Business Sales
• Corporate Marketing

Employment Type : Contract

Experience : years

Vacancy : 1